Service get suspended while Vodacom is investigating incorrect billing of my account

In December I tried resolving an issue on my account and was met with attitude,lodged a complaint on hellopeter and till today no agent bothered to contact me, in last week I received a call from an agent in collections whom promised they will investigate and get back to me as there is a possible R400 credit to be passed on my account due to incorrect billing. This morning my services got suspended.

Now my question is why must I suffer to have services suspended if there is a pending investigation on my account due to a query.

I am giving Vodacom till close of business today to have an agent contact me before I reach out to senior management on this and providing them the proof of these complaints that are left unanswered.