Protea Metering lack of answers

I live at Mogale Junction and we are currently using Protea Metering for electricity, so lately whenever I purchase my Electricity I get a notification saying ' I have a R20 associated to my Meter. By proceeding I acknowledge that this debt amount could be subtracted either partial or in full from the final electricity payment'. called the call center to understand what this means as this started recently however the call was a headache spoke to khutso, rude one didn't listening to what I was asking, to quick to answer without letting me finish my question, responding in a condescending manner, she was saying clearly saying Duh to me I should know what the msg means , she kept on cutting me while trying to explain that this makes no sense and her explanation as well was not making sense but we had a screeming match she literally was done with me before we even started , even asked her to be quiet in order for me to say what my issue is but khutso was having her own conversation alone , asked to speak to someone else , she refused. Telling me it's pointless, she is the only one available, then went on to say the line is busy I should hang up nd call again but refused told her will hold until someone is Available to assist. then was transferred to on Thobile she tried to explain but I feel they don't understand what it means and they should just say that then try to find out instead of them explaining things that don't make sense, really not happy with the service or the answers