Very bad service

On the 22 November I downgraded my package but I was told I will not lose my data it will carry over to next month. December they charge me but my data is not carried over and the jabulani mall branch has been sending me from pillar to post. I send three emails to complaints and they blatantly ignored me, went back to jabulani mall branch and they gave me a number to contact *** but it says my ID number is incorrect.