Why is my connection cut when I have paid and have come on chat to show that i have paid

I paid for Jan on the 13th of December and have been going on chat since the 26th of December speaking to the agents about this because I did not want the payment missed... I have sent bank statements and proof of payment since the 26th of December and clearly all the agents have not been doing their work... first 2 who are Jocelyn and Juanita on chat and both said my issue has been escalated..... came back again after Jan and spoke to Anemr M, who clearly had weekend plans and he just left the chat hanging. I spoke to another agent yesterday and they assured me that the connection won't be cut and yet today this morning my wifi has been disconnected. Kanti what's the point of having customers service people if they are not trying to work to solve customers issues. It has been the same issue every time I make an advanced payment with zero help