Package upgrade didn't happen as promised

I have only a 'small' package with Homecloud, 10+10G and when they advertised the double data deal I app**** to increase my package to the 20+20G, on 3 November I received the e-mail to say that my application was successful and I will then have the 20+20G package. That's what I thought until I wanted to add the bolt-on. I sent an e-mail to the e-mail address they gave to me on the chat, and the reply was that I'm on the 10+10. When I asked to please clarify why or to make clear on which package I am I didnt receive any response. Tonight when I managed to access the app I saw that I am over 16G OVER my limit. I refuse to pay for this when I received the upgrade notification at the start of the month already. If you were planning to only start it in December at least then you should have given me an indication? I'm really not happy with the service I have been receiving, many times I have asked for a top up, and received nothing. Told to send an e-mail for a top up, and nothing happens. Am I supposed to whistle backwards or something before you do something? OR should I find another company who is willing to deal with people who are not willing to fork out loads of cash at the drop of a hat? Please, sort this out...