Slow chat with no answer

My services were disconnected and I decided to reconnect. The system prompted a payment of R161.06 of which I did pay. When enquiring about reconnecting, after a full day of slow chats, I was advised to pay another R429 as it's prepaid services. I want to know where the R161 due came from if it's prepaid services... I'm being passed over from pillar to post, it's crazy! If I can just get my money back and move to another service provider...