Good Afternoon, we are customers of MWEB

Good Afternoon, we are customers of MWEB. However we received a SMS Stating that we must pay an early contract termination fee of R857.75 but no one has contacted them in my household to do a termination of services. We have paid our months subscription we have tried calling four times to get hold of mweb to rectify the account and get our wifi back online each time the line cuts no one calls us back. Their service is terrible it is highly frustrating because we have paid in full for a full month of service we have not done a termination and yet our line has been cut.