I had a conversation with an agent on the 27th of March about my account

I had a conversation with an agent on the 27th of March about my account. I made a payment directly via the home-connect portal and the agent advised me that my account won't be canceled because the payment was successfully received. The account was then immediately reconnected and I asked the agent if the cancelation will be removed and he assured me ' yes' the account won't be closed! NOW on the 6th of April the account was canceled, I thought that it was a technical issue but now, just to find that my account has been canceled! Please advise why I had to pay R1100 for my account if it was canceled anyway. Can I kindly have my refund.😠