Bad business practice

I subscribed to Rain WiFi two years ago. Earlier this year, our transformer stopped working, and I promptly informed Rain that I couldn't continue using their service. Recently, however, I've been receiving calls from consultants asking me to pay 2000 rand. When I explain that I stopped using their service due to electrical interruptions, they insist I owe them the money. As far as I recall, I originally requested a prepaid service. I'm confused why I'm now being asked to pay for something I'm not using. Users should be cautious because despite Rain advertising as prepaid, we're receiving bills for unused services.

Now, looking at the reviews, I can see that Rain is pretending they are not aware of this situation. They claim they will investigate it thoroughly and have even set up a call center to contact us. I don't understand why, if they are unaware, they haven't responded directly on this platform to explain the process or any changes. Why are they now saying they will investigate while simultaneously setting up a call center to address this issue?