Bad Service

I took out a contract in the beginning of the month, 50 Gigs and by the 10th the gigs were finished, then after numerous phone calls to Afrihost stating that we have no connectivity and to please sort out the problem. We then purchased another 20 Gigs had the lady from Afrihost on the telephone logged into team viewer and she could see that we had no connectivity, she said to me to unplugg the device and to leave it unplugged which we did and have never plugged in the devise and yet the 20 Gigs are gone. How can we have used the gigs if the devise is unplugged.