unprofessional

I am extremely upset with axxess I have been paying my account every month on time and from yesterday I had no connection when i called them they said that my account has been deleted and I had to apply for a new application. Yet my money has been paid and is sitting with them now i have to have the inconvenience of waiting until they decide to activate me. On the wats app chat I asked the agent to escalate the matter to the complaints department and the message sent back to me is have a good day. What type of service is this. My id is ***