Cybersmart holding me to Ransom of debit order

I am with cybersmart as my internet service provider a very regrettable decision to have moved my account from my previous provider . I have been with cybersmart for quite some time now and they giving me a hard time . I paid my account for my service on the 2 /02/16 . I received a confirmation on 2/02/16 from cybersmart that they have received my payment notification but that they will only allocate it to my account once it reflects in their bank statement .On the 3 February 2016 I receive another notification that my payment has reflected and the amount allocated to my account .Today is the 5th February 2016, my internet account has been suspended .Why??? It turns out that cybersmart is insisting on having banking details as insurance in the event I don't pay they can debit the account and if I don't supply this information I can't get my account online again. I am told of this by XAVIER from the technical support line at cybersmart who got this instruction from his bosses . I don't understand why they have to have insurance if I don't pay then by all means suspend the account. it is simple.Now my payment is sitting in their account , I still do not have my internet access .