Axxess but no access to a manager

Trying to connect a second fibre connection to my existing account of R955 per month, a contract of several years. After endless attempts, more than an hour on my phone, the call center agent eventually determined that my new service is suspended, pending a R10! Payment. The invoice came through after this engagement had commenced. Up to that point, the agent kept telling me I needed an Ethernet connection to my laptop, which most modern laptops do not have. 1. The agent refused to connect me pending the R10 payment for which they required proof of payment. The irony of my not having a data connection was lost on the operator. 2. Despite numerous requests, the agent refused to put me through to a manager. I expect it’s my right to speak to a manager when the service is substandard.