PAID ACCOUNT - POWER TURNED OFF

I am left without words! My parents account had an outstanding balance of R10K (Not meter box but monthly eskom bill). This was settled by me. I then continued paying the electricity every month. The bill was R7466 in December - this too was paid in full. Only to have it switched off "as account has not been paid" . I have all the account statements and bills that has been paid (pay it on my banking app). I need someone to please explain this to me? How can an account that has been settled be "Flagged " and put off without any warning or tracking of payments????