Prorata and rude unwilling to assist consultant

I skipped repayment on the 30 of June 2018 as I wanted to change the date on my account and I paid R435 on the 25th of July 2018, my services were not connected called the call centre the next day and I spoke to Busisiwe who told me that the payment is not reflecting and also advised me about the prorated amount on my account. I told her I called a while back asking for the prorata to be removed on my account, she asked for the proof of payment and time and date of the call so thAt she can reverse the fees. I sent her an email with the proof of payment of the 25th of July as well as the time and date of the call asking for the prorata not to be charged on my account. My services were reconnected and 8 days later I'm suspended again. Called the call centre and spoke to Lindiwe who I explained to her what happened and she kept on insisting that I must pay the prorated amount for my services to be reconnected, when I asked to speak to a supervisor she put me on hold while I was still speaking came back told me I have to pay because she doesn't have any information about the call where I asked for the prorata to be removed while she never asked for the time and date of the call to begin with. She was rude unwilling to assist and speaking while I was speaking and didn't want to give e me her me. Can my services be reconnected because I clearly asked for the prorata to be removed on my account on the 31st of July 2016