Cancelation of services

I wish to express my concern regarding an ongoing issue with my account. After relocating to a new address at the beginning of March 2024, I encountered persistent network connectivity problems, which limited the use of the router to office hours only. This situation prompted me to request a service cancellation. However, I was informed that my request could not be processed due to an outstanding balance on my account.

I recall being assured that the cancelation will be automatically in the event of a missed payment. Despite this, today I have been notified that I am currently owing nearly R4000. This is perplexing, as I have not utilized the services since the reported connectivity issues began.