Disconnection of Service after an agreement

on the 18th of September I discovered that my account was suspended for an over due amount, I quickly called Multichoice and asked the to reconnect with an agreed payment of R481 which I paid and agreed that a full installment will be made on the 25th. Services were reconnected on up to today the 24th and Pearl from the call center doesn't want to take any responsibility for this , I then asked for her Supervisor Nthabiseng . Before even Pearl can call the senior she told me it's a waste of time no one will help me. I insisted on the supervisor and with no luck she didn't even bother to talk to me on the phone. I was only given a Ref ***9i26 which doesn't solve my situation. I believe Multichoice a full operating FSB and this kind of treatment is beyond them. I expect them at least give us solutions on time and correct one