Unexplained Amount and no form of communication

I am currently under debt review and had about R3k owing when i started my debt review and now Mtn says i owe them R14k.How is that possible as when i went on debt review it was R3k owing and then all of a sudden i am owing R14k.Early this year they sent the cob to my debt review manager which was round about R3k but all of a sudden it has gone up.Also it been a month now and i can not obtain any information from them as i have been to Mtn offices and even called but they say since my account is under debt review my debt review manager must contact them,she has been doing so and this has been a month now.

What will it take to get feedback to what is going on there i would also want a breakdown of how it got to this amount.