Mweb

I am really not having a good experience here as a first time customer. I am trying to pay via the app it keeps giving me unsuccessful feedback that time my account have money but they are not deducting instead they keep increasing the arrears. It started at 299 to 449.40 now it's 731 and some change. How?? That router isn't even activated yet I haven't used any of that data😪 I have logged queries and called but same thing.