Anual subscription changed to monthly before 1 year was up

I have for at least 10 years paid for my subscription anually in order to gain the 1 month discount. I did this in March last year for the year to March 2020. I received a message that my account is monthly. After speaking to an accounts person who said she would email me, the service was turned on, then it was automatically turned off the next day. I drove to Randburg call centre - Was told it would escalated and given a reference no ***-i362. Again it remained on for one day.

Please can you fix the account and credit me the time I have been off. An explanation would also be nice to have.

Thanks