worst chat agents!!!!!

my services have been cancelled and no one can explain why. im being tol;d i need to pay 1 033.50 but no one knows why because my subscription fee is R429. ive spoken to about 4 agents since 10am this morning and if they dont know what to say the keep quiet and let the chat disconnect. the last agent, Carlo asked for proof of payment for november, i sent 3 of them - sept to nov. he then told me to pay R604,50 when i asked him why he said its due to failed debit orders. how? whn i use the card method? i asked for an escalation he told me there was no need. i must just pay the R1 033.50