****: Up graded our package without consent and now refusing to downgraded

We've gotten upgraded without our consent at the beginning of this year. We reported it, we're almost at the end of October, and it is still not sorted. Worse is that we have to keep paying for their mistake that they can't seem to fix. Been told it's sorted, but when we get our bill, it's still the same. When we call the account department, they are rude and tell me that we have to pay it because we are using it... And if I explain that we don't have a choice and that we've requested it to be downgraded time and time again, they get rude and hang up. We have just been called by the collections department because we refuse to keep paying for a service we don't want or agreed to. Not sure what the outcome there is going to be, maybe they'll finally wake up if people start refusing to pay for a service they didn't request.