Misunderstanding

Good day, please I think you don't understand my request you are keeping on doing the same thing , last time I did told you that I'm moving to a different place and needed you to move my package to that place and come back again told you not to do it any more and I was able to pay and enjoy my internet surfing now when I woke up today my connection was disconnected and chat to your agents and explain to them that I want to pay and continue and to my surprise I get an email stating that I should reapply why because infrastructure is already there and was working fine till yesterday.