Terribly disappointed with Telkom

The service that i got, im very disappointed. So i went to Telkom 4 months ago just to check if everything was in order since debit orders were not going through. I went in-store to inquire and all 4 times i was told to go pay at checkers. I paid at checkers and to my assumption everything was in order since iv been paying but when I went back to the store to sort everything out. I asked if there were any outstanding fees and they reassured me that everything was in order. Around October i go back to the store because I got an e-mail that i had an outstanding amount. This came as a shock because iv never missed a payment. I inquired and again I was reassured that it could be a systems issue and it will get sorted as soon as it reflects. So i was told to ignore the outstanding amount and just continue with normal due payment. Mid November i get an Sms from Telkom that i have an outstanding amount. I go to the store again because this is now becoming a tedious activity and a waste of my time. I requested for the manager and the person I spoke to said she could help me. So the advice that i got was that in-store they dont deal with account queries i need to call a certain number, customer service. I called and I got the shock of my life, remember that amount i was told to ignore. They are now telling me that they didn't receive October payment and it needs to be paid so that my account can be unsuspended since it was now suspended. So what im having trouble understanding is why do I now have to pay this amount that they were busy telling me to ignore. This is such an inconvenience.