No feedback or response

Good day, I have been trying to call the service centre since the 17 February to discuss a possible payment arrangement as I have had unexpected data charges on my phone. I have since put all limits on my phone so hat it does not reoccur. I understand that this account needs to be paid, but i was hoping we could discuss a possible payment arrangement. I keep getting told that the case is been looked into and twice now i have also been told I will have feedback with in 24 hours and this has not happened.