Reconnection fee **** - Internal procedures not followed,why??

Received a warning letter to pay my account within 7 days and payment was made on that same day Services suspended before the 7 days lapsed and after the first payment was received I need to be reconnected now at a fee When trying to get assistance,the system or agents drop calls when you get to speak to the consultants Please run a check of the number of times I have entered my ID on the call vs actually getting assistance,i would expect a company of your size to have such checks in place for your call centre contractors My question is what is the difference between the warning letter and the invoice as none of the invoices triggered a suspension of the line? Also why state 7 days to pay when suspension is done the following day? I would like to enquire about cancelling my two fibre lines for a provider with better systems in place