Advance account cleared and I now I owe money?

My account was in advance amount and August 2023 the advance amount of R1300 was cleared and I now owe money.

It doesn't make sense that the advance amount can be cleared just because I am a qualified indigent

I emailed and spoke to Florinah FM. Matlosa • ***, I still don't understand her explanation, she has since not responded to my emails.

Below is her reason why my account was cleared:

The client is a qualified deemed indigent and from time to time we clear credits from all indigents because we write off any outstanding debt on the account. This is how an amount of R1177.74 has come about. Client should not worry about the credit being debited because she still has a subsidy benefit that occurs every month, unless if her account is in credit. But any debit incurred due to services will be written off every month.

I am not happy with this outcome, how can one loose all the money you have paid in advance, it makes no sense. If I call or email again, I get referred back to the same person who cleared my account. I want someone else to look at my account and give me answers