Urgent!!

I went to Norwood Mall Mtn branch to report a ****** phone tgat was November 2021and was told they have suspended the number only to discover the same number was still being active in February 2022.The person took credit on my account amounting to R511 and l refused to pay that amount cause to my knowledge the numner was suspended! I have been in and out of the branch noone seems to help and the customer is not helping either. I need this to be solved ASAP cause my account keeps having high amount every month,