service being disconnected

My account is according to the call centre in arrears. If i go to a branch they tell me I am not in arrears. Somebody I know, got one of the admin people to contact me. According to him, I am not in arrears. He transfered me to the call centre and said to ask to a team leader or supervisor. They did not answer and I had to call again. The lady insisted that she will not put me through to the supervisor. i've got a Uchoose flexi account of R288. I missed one month. How can I be in arrears with R971.00. For the last two months I've been paying almost R600 per month as per my invoice. it is a Top Up contract. Why has my monthly payment doubled and why can't they tell me where the arrears come from?