MWeb - Poor sercice

My account was in arrears of R279. Try to phone mweb's helpdesk and waisted more than R60 on airtime there was no answer. I logged 2 queries still no reply. Yesterday I was phone back and talk to a supervisor at billing department. We agreed that I can make a payment of R120 and balance next week. I make a payment of R140 immediately after the call. My acount is still suspended. Why dont they keep to our agreement? Why is the people at billing department not answer their phones?