Wifi complain

On the 27 of November I spoke with one of the agent via WhatsApp about the upgrade from 399 to 799. The agent confirmed that request has been sent and I'll receive the confirmation email the order number was 248800,even today I have not received the confirmation. On the 2December I spoke with another agent because I have to 799 and the wifi statement shows 399,the second agent said the the upgrade was not done. Why did you take 799 if upgrade was not *** is the account