UNAUTHORIZED SIM CARD PAYMENTS

Last year I tried to close my account, but it could not be closed since there is a R100 a month accumulating for a sim card or something that I was not even aware of and did not authorize. I have no sim card and that should be obvious from the fact that I am not using it. Now my credit record is being affected negatively due to outstanding payments and I sent an e-mail on the 17th of February regarding this issue, but received no feedback. I also tried to call the call center several times, but due to Covid, they do not have consultants there and I have to e-mail. This morning I tried to call again after receiving yet another "account outstanding" sms, and the line just died every time. On the 17th of March a consultant called me about my outstanding balance and I explained everything to her. She told me she would e-mail her manager and I have to e-mail her manager too - but it seems I wrote the e-mail address wrong, so the e-mail did not go through. This was the only person who tried to help me. This is really unacceptable - I don't WANT to put a bad review here, but how else can I get your attention?!!!