Telkom suspends an account that is up to date

I have been paying my Telkom service via EFT for more than 3 years now. On Saturday our WiFi stopped working and I received an email that my account has been suspended, but with an account number I didn’t recognize. We went to a Telkom store on Sunday, they connected us with the billing department. Their explanation for a fully paid up account being suspended is that I need to make EFT payment 10 days before the debit order date. I have been paying my invoice after the 25th of the month for more than a year now, debit order date being the 1st of the month. I have never been told that this is a policy they have, and I have been paying less than 10 days before the 1st of the month for more than a year now. Now Telkom decides to suspend my service even though my bill is fully paid, due to a policy they have never communicated!! I was told that my account will be reinstated within 5 hours (which should have been 17:00 Sunday), but Monday morning my WiFi is still not working. I was meant to finalize my stepfather’s estate, close off our business’ accounting, submit an assignment and apply for jobs over the weekend, which I was unable to do, even though my account is up to date.