Disconnected but paid up in full

My account is 1 mounth old and paid in full Tuesday already. But today I was disconnected for a reason they can tell me. I phoned them 12:00 thos afternoon as somebody told me they where switch of my power they checked and said I was paid up in full and will issue a reconnect order wich should take 4-6 hours I still have now power and it is almost 19:30. I phoned the call center and after 20 min of holding on nobody answered.