Disappointed customer

We are loyal customers of telkom we love their internet and their prices are the best...but today I was disappointed for a few years now we paid our account every month same amount. We do not receive bills on any email acount we are using so today's email was a shock to hear that our account will be suspended since we are behind on our payments i went onto the app to check just to see that we are R51 behind. The only reason I can think of for this to have happened was that the prices went up and we were not informed so instead of looking at our account and seeing that we have always paid our bill with the amount we knew it normally was and just sending and email explaining this we just got an email to tell us we are behind and will be suspended. Really disappointed cause they can't recognize loyalty....