Arrears on prepaid how possible

My concern is regarding Rain company, I started with the 2021,2 years later I am told I have arrears. How come as it was said there is no contract it's a prepaid and sales consultant make example with dstv. But now I owe them for months that they suspend the service with no payment. I have log tickets no response and only sales team is available for business but the can't handle quires. I hope people make sure that they listen to all facts before signing up coz this is the day light *******.