Poor service provided by zama kubheka and her supervisor Veronica classen

Good day, i would like to put in a formal complain to Rain service, I am currently on the Basic plan, however due to Promo to move to a Standard plan and pay 599 instead of 699 i requested for a switch, my App still reflects that i am on a basic plan and they tried to deduct and amount of 699 today. I called and and spoke to a lady by the name of Zama Kubeka to get clarity if the switch was successful and if yes why did the try to deduct an amount of 699 instead of 599, she asked me to hold for more than 10 minutes to verify with her supervisor only to come back to me to confirm the exact date i made the changes, i confirmed mid June however i can not provide the exact day of the switch request since. she asked me to hold again for another 10 minutes and she came back to me and asked me if i read the terms and conditions, she explained the 599 Promo is for customer on a good standing payment with rain and i have been making partly payments, after i explained to her that my rain App reflect that i am still on the basic plan and i would expect them to deduct 499 instead of 699 if the Prom switch was not successful, she further advised there is nothing she can do on her side, i asked if i can speak to her supervisor since she was on the floor, Zama came back to me and said that her supervisor Veronica classen is not willing to bypass the procedure of waiting 24 hours to be contacted, i further asked her to confirm since i am not sure of the amount to pay since the amount they tried to deduct does not correspond with the plan am currently on what happens in the meantime? Zama advised that she cannot guarantee if it wont be switched off or not i just need to wait 24 hours to be contacted, i currently work from home and its crucial for me to have guarantee as i use the rain service. Can Rain consider the fact that we paying for the service because we have important things too use it for and its important that we get treated fairly on what we are paying for and the fact that i spent more than 30 minutes on a call that never brought resolution to my query!. i am really not happy with the service Zama and her supervisor Veronica provided to me today it shows how useless i am to them as a customer. Please employ staff on customer service environment who are wiling to provide resolution instead of excuses because its my money am paying to you guys at the end of the day and its only fair i get what i am paying for even if you don't value your customers.