Disappointment in customer products and service

Last week I had a problem well it was sorted. I requested to have the R250 package from 11pm to 6pm from 1st October it wasn't done so they reversed my money. Now in November I asked the same and they want to give me the pay as you go which I do not want and cannot afford that. I asked for the R250 package and they don't answer their calls and don't reply to emails. I have not used my sim as yet and the reason I took this package it for work and not I urgently need to work remotely and cannot until they make sure I am on the 11pm to 6pm package.