No one has a clue!!!

I have not had internet since the 10th of November 2020. I have phoned almost EVERY SINGLE DAY, and even went to the Telkom branch at Centurion Mall. I have spent countless frustrating hours on the phone. I was told yesterday that I cannot be issued a username and password to reconfigure the router because I have an "outstanding balance of R15.00", but when I was forwarded to the billings department they said that shouldn't be the case because they only freeze it when there is more than R50.00 owing. I have had my account with Telkom for 27 years and it seems it is about time for me to change service providers. I am currently paying for a service that I can't even use. I constantly get bounced from one department to the other and it just seems like no one has a clue as to what to do to resolve the situation! I am highly disappointed!