cancelled email address after changing to LTEl

On the 21 February 2016 we changed our account from adsl to LTE at the Gateway branch in Durban. We were assured by consultant Perth Dalais that we would retain our 2 email addresses at a cost of some R13 each which we agreed tol On the 13th March our email address was suddenly suspended - it seems it has been cancelled. Over the course of the week (Monday to Friday) I have spent about 8 hours on the phone, I have spoken to about 10 consultants, all of whom simply give me another number to call or transfer me and then I get disconnected. I have phoned 081180, 10213, 10210 - i have spoken with ADSL people and LTE people and data people and line people and nobody seems to know how to fix the problem. I have been to the Gateway branch which is closed for reservations. The help desk could not help. In the meantime we are not getting important information that we should be via our email addresses. How can a company operate like this where they are supposedly supplying a service but they don't have people who know how to supply that service. I am totally frustrated by this lack of help. What a hopeless company.