POOR SERVICE

I made a payment on the 9th of February 2024 for that months service, however service was not rendered as my account which is on my sons name Kgomotso Serobatse has since been suspended to date. My concern is that I made a payment for service that was not rendered and I am required to make payment for this month. My question is What happened to the payment of February when I was not serviced and even now the account is inactive and all my queries are landing to deaf ears? On Saturday the 9thof March someone came to fix our box which I was under the impression that it could have been the reason for not having any Network connection at all. They left and said on Sunday the following day all will be restored, to my amazement on Wednesday the 13th the account was suspended this was brought to my knowledge by some agents that were in my area as I asked them to check why am I not connected even and they told me my services have been suspended. I need clarity as no one from Vox is willing to provide me with answers to my query as well as why should I pay for a service not rendered? I have been trying to get this issue resolved but to date nothing has happened if there has been an error on my side why has it not been brought to my knowledge? my son is a student and all call have been addressed to me why when I made payment in February was I not told that I will not be provided with the service that I have paid for and I think with the use of AI its easy to track when a customer has used or not used the service.