Forcing a client to pay for an outstanding amount that is being queried

On last week i tried having a matter resolved with supersonic in regards to being billed a prorata charge where i was promised before my upgrade i will not be charged. After the agent told me that the employee who made that promise is no longer employed there so i will have to pay the amount, i written a review here on Hello peter and had even a business response that an agent will be in contact with me shortly, which to no suprise never happened as off yet. Then yesterday my services gets de-activated and upon my call the agent whom i spoke to tells me straight that she will not re-activate my service till the investigation is concluded,but if i want my services active i should pay the outstanding amount(The amount i was billed for prorata). Then when i told her that is not fair to me as a client as the fault is with them due to no one contacting me or even resolving the matter in regards to the investigation and all she tells me "i do apologize for the inconvenience, i can escalate the matter for you". It seems that instead of resolving the issue, they want to force me in to paying for something i was promised will not be the case when i upgrade. I do hope to hear from someone at supersonic A.S.A.P