Redefine loads arrear amount onto prepaid electricity meter

We have prepaid electricity. Redefine apparently according the prepaid meter company has loaded an arrear amount of R5500. So what ever amount I pay for electricity is app**** to an amount they have loaded onto the account. How can you have arrears on prepaid!??!! And this in lockdown when people are strapped for money!! Now I don’t have power. I cannot cook and eat and my food in the fridge is spoiling. This feels like ********* and for what money? It is a prepaid electricty meter!!!