Terrible Service

I have been with Pineapple since September 2020 and I have always had very good service until recently. Unfortunately 2 of my items got damaged sometime in June 2025 and both items was beyond economical repair and I was paid out. In July I realised that I am still being billed for both said items and I contacted them immediately via the Pineapple App. I have been in contact with an agent on the App with the name Mathapelo and she has been promising me that this issue will be sorted since July and to date it has still not been resolved. I was promised that both items will be removed and that I will be credited with the amounts that I have been paying since July and to date it has still not been done. I have all the chats as proof on the App since July and she keeps on telling me that this will be escalated to her manager and that I can rest assured that it will be sorted, my last interaction with Mathapelo was on 13 November 2025 and to date I have not heard back from her as she is just ignoring my messages and ghosting me yet she has been promising me since July that this will get sorted and I have to enquire every time with regards to how far this query is.

Can someone please assist me with this as this month-end I will pay again for 2 items that I no longer have!!!