Lack of communication

I got an sms about a promotion they have then I sign up for it. On the 2nd of December I get a notification that my account should have funds for my due debt (which)is done monthly. This morning my tv is disconnected am told theres a fee I was supposed to pay but I did not get any Communication about this payment. Then I called and the customer service lady told me she will escalate my problem to finace and they will call me with thin 2hours and that has not happened. When ever I have a problem with them my airtime runs out and they have this rule that they do not call back. This is nonsense.