A surprise Cancellation

Do afrihost decides to cancel my fibre line ,without my request and their *********** agents are informing me that I requested this at 2am , which never happened now they inform me I need to order a new package because of their stupid mistake why must I fund it, the agents do not know what they are speaking about and have no knowledge whats so ever, I have been with them for 3 years and every month is an issue , they only worry about payments me being made i have been unemployed from last year but these people can't sympathize or empathize no emotions at all