Still nothing done about my account

My cellc account has not been sorted out up until now. according to my paper work my account should be in Credit now by cells with +- R780,but after I phoned head office today (no success once again) the lady told me she can see that my account is up to date but couldn't't give me a answer to why cellc deducted R435 and R209 from my account even though my account is up to date. can I get this matter solved as soon as possible please. I`ve been waiting for cellc to phone me from the 15th of July 2015 up until now, it was told to me that my matter will be investigated but I haven't received any feedback as yet.