Fibre disconnected

Hi I am experiencing terrible and unacceptable service from Telkom For the past 2 weeks they have been disconnecting my Fibre and the reason is account is in arrears. Funny thing is I have a credit balance with them so hence they owe me money, but for some reason they still cut me off. After countless of calls and promises to have it resolved, I am still without any internet connection. The latest reason from the 10th consultant I have spoken to is my line has been cancelled, but they don’t know who cancelled it as it definitely was not myself. Basically all they can say is can’t help you right now, will have to call again. Basically it’s seems when you over them pay and in credit with Telkom, then for some reason they disconnect you. I’m sure they need to look at that business model, that disconnecting clients that actually pay their account in advance is surely not the way to do business if they want to keep or attract more clients. Numerous promises of calling back, or sending an email is non existent, and just false promises in order to get rid of speaking to the client on the phone