Staff Don't get back as promised

In August I received a final notice from Vodacom, i contacted their customer collections stating i would pay them a portion of money each month as i got it, I also stated to the agent that I have been temporary laid off due to our shop being renovated. the agent i spoke to made a note to this effect, but early November i got a sms stating that my services were going to be deactivated. I contacted customer collections again and again stated my situation the agent, said had to pay to keep my services active, I then stated that I could only pay at the month to keep up to date. in the meantime all my services were disconnected. When i phoned to enquire about my account the agent who I spoke named PAUL, said my account had been deleted, I enquired as how this could have happened and he stated that according to the system I had failed to make a payment as promise, i then asked him how i could have failed to keep my word when i said i could only pay at the end of the month as i was only then getting some cash. He stated that who I spoke to on the few days before had put that i made a promise to pay by the 15th of November. I knew this was impossible as I knew I would only get some money after the 25th. he also stated to me that I would have to speak to the agent concerned, i stated that i could not remember who I spoke to and he looked it up. I then asked him who it was and he stated to me the agents name was Mpho. He also stated that he was sending her an email escalating my enquiry to her. he also stated that she would call me back the same afternoon, or the the following morning. I am still waiting for that phone call which by Monday will be between three and four days