Zero rating

My services were disconnected from the 24th February. I made several enquiries, to no success. I tried to pay now, R5 was debited from my account and apparently there'll be reversed but the payment of R399 is unsuccessful. Why? The receipt for the payment shows R0 yet R5 was taken from my account. And I request for my lost days to be reimbursed, yes, they are in my chat history.