suspended service but account paid

I did not want to do this again but Telkom's appalling customer service left me no choice. I paid my account at the beginning of the new month but soon discovered two of my 3lines were suspended. Last week I spoke to 3 agents but to no avail. They could not explain why it is suspended. On sunday I spoke to Nobile and she said the money I paid was for the wrong account and that she would contact back office to transfer the funds. I got an sms but up till today I cannot use my accounts. I am writing a exam today and I study through Unisa online. I could not get my info as i normally do. Does Telkom struggle to find competent staff or is this just how we treat customers?