Blame shifting and not attending to clients queries

I am unhappy with the the service I received from Telkom mobile. I never renewed my contract at its end and to date I am being billed, I was never contacted for a new for new device and the line has not been active for months now.

I escalated a query in November 2021, case number ***8 that was never attended to.

All you can do is blame me for not canceling, who will be held liable for not responding to mu enquiry and also how do you bill a line that is not active for so long without having record of a renewal When the contract was initiated it came with a new mobile device how do you explain that the continued contact is without a device