Billing taking time

My account/ wifi agot suspended because apparently I didn’t pay of which I did. I’ve sent a complaint on the 6th of January and sent them proof that I paid(bank statement) till today there’s no respond from billing. And my wifi is still not working. I call them everyday and I get the same excuse. Why don’t you they call before suspending the account to confirm? Am I expected to pay full amount on the 25th again with such bad service and no connection for over a week now?