Connection suspension for an up to date acco

Last year I called in to their call centre and requested my account to be downgraded to a lower package it was on the 23 or 24 December 2015 request was for January 2016 .spoke to agent who told me everything was sorted on the 29 /12/2015 went to pay my account for Jan month and mid Jan my connection was suspended because called in the call center for about 20 minutes using my airtime who told me he sorted the matter out it was mistake on their side , and then was reconnected <br> Again on the 30 Jan went and paid my account only to find out that my connection is suspended again on the 1 FEB 2016 , called in again and the person who assisted me told my account shows I still owe reconnection fee was on the line for almost 40 MINUTES using my airtime explained again what happened only to be told my payments are reflecting <br> So please who ever is responsible for suspending accounts please check before carrying out the task because it is really traumatic to call in your call center using my airtime that cannot claim back to fixing