Account locked

On the 30th December I made a payment I owed of R887 to telkom and the following day 31st December they tried to debit my account again but was unsuccessful. On the 7th Jan received a message that says my account is in arrears, I then spoke to a consultant that checked and confirmed that the payment was indeed received and assured me that my account is not in arrears and she will try to get the matter resolved. Fast forward two weeks later my account is locked.