Payment made yet unable to watch

I have been on a line all morning. I have 2 accounts under my name. I canceled the 2nd account last year. I have been paying for one all these months. They decided to make me pay for 2 accounts this month where as I have not been using the other account. Then I asked for team leader and the girl Snenhlala dropped the call. I'm currently unable to watch TV but I paid for it this month. I'm told to pay the other account, how when I'm not even watching it