Charging for Mandatory service

I have alerted MTN for a long time that my laptop is not working, i was told that they will fix it but there many problems with the delivery people and only this year was my laptop taken for repairs. Now i get a statement that suggest that the amount due is R1311.98, what am i being charged for? On top of that the 808 number is never attended to, I can understand that you have high call volumes but as a paying contract customer who has never defaulted in his payments i deserve to be attended to when i need assistance!