Telkom Minus 10 star rating.

Managed to get throught to Xolelwa based in Port Elizabeth after 2 weeks of trying to call due my ADSL line being suspended - she showed ZERO empathy due with regards to the current Covid-19 crisis at present and as per her - if you do not pay your Telkom bill and the line is suspended - YOU ARE LIABLE UNTIL PAYMENT IS MADE.... this should not be the case as I cannot pay for a service that is suspended.... How do I move forward here?