Bad customer service

My account has been suspended because of a reversed payment from previous month no fault on my end. Was asked to forward proof of payment and bank statement to the finance department (to show that I it had not been paid back to my account). Waited for almost 24hrs to get a lame response with not substantial information or resolution. I then gave a call to the customer care to resolve the issue when I asked to be called back the agent(Theo) said he was not allowed to call clients. Then I asked to speak to his manager that he could call me back. He then said he doesn't have a manager, that's when my airtime ran out. Im so disappointed I've never missed payments and this is the service that I get from you. I need this to be resolved as soon as possible.