Poor service

I have made a payment on the 30th April and my service was disconnected I called they ask to send proof of payment I did and when I call again to find out they told me that they don't have decoder on my name I must gave iuc number and they told me that is for somebody else so I am surprised because I have been using this for sometime and i never had this issue before. And I am concerned because it means my money was just lost or what.?here is my number if you have any information ***