Sudden Cancellation of STC Landline + Wifi

Hi everyone!
Has anyone here experienced a sudden cancellation/deactivation of service from STC?

We just woke up one day and received a message from STC that the service has been temporarily suspended. It says in the message that we have requested for the suspension, but we never made a request.

All our bills are paid on time and we never had any outstanding balance... we had been calling 900 and they keep on telling us to visit a branch... went to the main branch at king fahad road, they asked us to go to mursalat branch. we went to another branch and they also tell us that we call 900. It's like a game of ping pong. We're so frustrated we don't know what to do... anyone who can share their experience will be of big help.. thanks!