Complaint: Account query

I have been struggling to get assistance from the agents on their messenger app on Facebook. There was a mess up with my account, reversals being done by their accounts department. I logged a complaint and no-one came back to me. The call centre agent promised me that I won't be disconnected as it was getting closer to the due date of my account. They still unable to tell me why there were reversals and a R85 that is due for payment by (this is a mystery) to them. The call centre agent Luthando promised me on the 27th that I won't be disconnected. Guess what , they did and not they want me to pay the R50 to have my service reconnected as well and pay the R85 that they still don't know how they messed that up. And to top it off I am unable to watch TV.