Payment issue

Good day

I paid an extra amount for my fibre, i have been trying to contact them for 2 weeks now no answer. They have a watsapp number that only tells you who you talking to but that person never answers. Refilwe is not answering on watsapp. I even sent them an e-mail but no responce either. I only wanted to know if the next month i should pay the full amount or they will refund me but They don't answer.