Dissatisfied with how this matter

I am writing to formally complain about the continued incorrect billing on an account that should have been closed.

I lost the SIM card associated with this account approximately five years ago and have not used the service since then. Last year, I made a full payment to settle and close the account. I submitted proof of payment, and one of your consultants, Leila, confirmed this matter by creating a ticket to have the account cleared.

Despite this, I have now received a message stating that I did not pay the account for the current month. This is both incorrect and unacceptable, as the account should have been fully resolved and closed following the payment and ticket logged on my behalf.

I am extremely dissatisfied with how this matter has been handled, particularly given that I followed all required steps and received confirmation from your consultant. Continued billing for a lost SIM card that has not been used for years reflects poor account management and causes unnecessary stress and inconvenience.

I request the following as a matter of urgency: