Unauthorised Upgrade

A debit order of R3 253.03 went off my acc last night as my credit card payment. This left me surprised because I normally pay 3% of my debt. I phoned and spoke to the gentleman by the name of Humphrey who advised me that:

1) My gold card has been cancelled I have been upgraded to a Titanium credit card. I have no knowledge of this nor did I authorize the upgrade. 2) I was also advised even thought I was debited on the 7th there’s another debit order scheduled for the 28th of November again which means Im now paying twice a month.

I have not authorised any changes to be made on my credit card at all. I called card division this morning and they made me hold for over 30 minutes and still no one seems to know what happened with my account I'm being taken from pillar to post with no clear answers. I need this matter resolved and my money credited back to my account.