Bad customer service and non-existing customer care!

When I moved from my previous location, I was charged a cancellation fee due to the fact that Afrihost did not have an option to migrate the service. Clients had to cancel their service and then sign up for a new service and pay a R999 cancellation fee. When I relocated previously, I disputed this and the cancellation fee was credited, as I indicated to the agent that I was relocating and simply moving my service. Almost a year later, I now discover that this cancellation fee was never credited as promised by the agent and the service fee I paid this month was simply allocated to the 'outstanding' amount. I however had never received any reminders of an 'outstanding' amount and now am left without service. When I sign into my profile, all I can see is the previous account and my current existing account to which the payment should have been allocated simply does not exist...although I have a current active line... Very bad customer service and even worse tracking of client account history!