BIS WAS DEACTIVATED EVEN THO ITS FREE ON MY CONTRA

ON THE 30TH DEC 2015 AT ABT 2PM MY BIS SERVICE WENT OFFLINE AND I FONED THE CALL CENTRE, FIRST IT WAS AN NETWORK ERROR, DEN I CALLED IN AGEN, TEHY TEL ME IT WAS DEACTIVATED AND GAVE ME STORIES, I HAVE A 24MONTH CONTRACT WITH FREE BIS SERVICE FOR THE LAST 5 YEARS AND I DID MY UPGRADE IN OCT..SINCE DEN I HAD NO PROB. I EVEN WENT BAK IN STORE, TEHY CONFIRMED MY BIS ON CONTRACT AND ACTIVATED IT. BUT TEHY TOLD ME TO CONTACT HEAD OFFICE FOR MY ACCOUNT NOT TO BE CHARGED AS MY STATEMENT SHOWS IT FREE. ALSO I HAVE A REF NUMBER REGARDING A QUERY- S3-GJ927-7Z9OH. UP TO NOW I HAVE NOT RECEIVED ANY FEED BACK REGARDING MY BIS.