Client of 5 years

I have been a loyal customer since 2012. First time in 5 years when I am trying to add a new product onto my account, now suddenly I am declined and I am an existing customer with my account up to date. At some stage my account was R2200.00 and now my last payment of R420.00 . When I tried to find out why they declined and if they cannot do something about the situation, I was just told they will find out and get back to me. Still awaits feedback. I have always been happy with Teljoy but after this experience i am not happy. i have spend thousands of rands at Teljoy. Is my money not good enough anymore. This is an insult to a loyal paying client.