Bad service and advise received

I have been using rain for the past 2 years. from the day I joined rain I paid my full amount including the R50 for the sim card. now my sim card is off for the month of February 2021. they are telling me that I pay in arrears whereby I have been paying in advanced. tried checking my invoices with a call Centre agent on the line they couldn't open and there was nothing she could help with either than saying you pay in arrears. My sim just decided to switch off last week Friday and they haven't got back to me since I requested a call back i had to give them a call myself. and on the website its written that my next debit order is the 1st of March. :( . it's true with rain that when it rains it pours