Payment for disconnected services

They want me to Pay for services while I was disconnected for the month of December and I was told it is a month to month service, which means I pay for what I use however I am being forced to pay for December before i can be reconnected while I was disconnected the whole month and I payed for January on the 1st of January however they refuse to reconnect me, they refuse to refund me my R649 and for me to cancel the service. They said they will escalate my issue to the billing department I have received any feedback from them no call back or a reference number.