Xtend Fibre offers ****py customer service

This company is not being honest about their services, the claim they are a prepaid service but when you decide you are not paying for a certain month they tell you you have an outstanding balance because last month you didn’t pay, how can I pay for services I didn’t get??? I want my R440 that I paid to renew my services. You send numerous emails no reply, you call they tell you finance department in a meeting from 8 to 3pm???