Vodacom router downing the line

My account was block or suspended ask for balances paid up in full just to understand there is still reflecting amount paid this plus latest amount what happened next router is inactive send in had actually to replaced with new one still waiting on answer what was problem agent stating not supposed to be suspended as we speak still no service trying to cancel had to confirm with 3 agents even not understanding no wondering if training is up to date router service is awful customer service not adviseble