failed to help clients

Hi, I made a complaint about the bad attitude the gateway cellc made while he was helping me. Cellc refered Moses Mokoena to look at my case. He gave me a call and said to me. He phoned the store and they said they know my story and there are going to sort it out. But no call from them about the update. I hope there are not going to deduct any money sinse I have not use their service this month. When I email Mokoena from cellc I had no respond from him. Now I dont know what to do.