Payments not linked - Account blocked

Telkom keeps on blocking my phone contract, when I phone they tell me my account have been handed over, when I argue and show proof of payments they say yes it reflects but its still handed over so there is nothing they can do about it. I use my phone for work purposes and getting access to my house gate. My kids are alone at home during the day if anything happens they need to be able to reach me immediately. Why am I paying for a contract that is blocked, why can my payments not get linked for the last 4 months?