Agent failed to READ TO UNDERSTAND emails that were clear as daylight!

On the 11 March I received an email from an agent (MdL) whom managed my cancellation request i logged due the pricing increase and having the speed upgraded to 50/50, taking note that I'm on the 35/25 since inception. In her email it stipulated, rather than cancel they could assist by reducing my monthly spend. I responded to her (same day) asking if I could remain on my current package and if RSAWEB is able to assist in this regard? In saying this, she should've obviously have system access to my information right?....On the 24 March she rep****: Your current package will stay on 50/50 for R725. Immediately I rep**** to her saying: You have this wrong, my package has always been 35/25 @R613. Where did you get your data from? She then never rep**** to my email to her. Yesterday (29 March) I wanted to process my payment for April, only to discover this agent didn't action anything on her end, It now shows 50/50 R725,,,***!! She never even told me the package I had is being discontinued, as that would've avoided all this **** I'm having to deal with now. Agents just shifting blame and NOT taking responsibility for their Errors and NOT reading emails to understand them. Now they wanting me to pay more because their agents didn't do their job. They honestly take clients for Fools! Your staff should be trained to know how to deliver proper customer care!

Stop taking paying clients for fools! Where is the Management at RSAWEB? WHy is staff getting away with their lack of service to clients?