Continue billing for ********** account opened in my name

I received a message from my bank on 30 September informing me of 2500 being debited from my account by Telkom. Upon inquiry I was told that I had a contract in my name for an iPhone 7 which i was not aware of. I reversed the debit and opened a ***** case with Telkom that same day. The consultant I spoke to informed me that she had opened the case and nothing further was needed. When I called to follow up on said case on the 11th of October, I was told that my case had not been sent to ***** department as yet and that I needed to send through an affidavit and a copy of my email to the consultant before she could push through the case. I do not understand how I was not informed that I had to do this when I called 11 days prior, and how my case was just sitting there not being attended to. I sent through the documents to Nomathamsanqa Mkhize on the 12th of October. I enquired how I could pay for my router account which I opened myself in order to stay up to date with that account, and I was told I would have to pay the full bill in my name and the accounts could not be separated until the investigation was complete. I called on the 13th of October again to enquire about separating the accounts as I had received a message informing me to pay R4700 to avoid my services being suspended. I was told by Muntu Sogobile that he needed me to send through the affidavit once again so he could put in a request to separate the accounts. I told him I had sent those the previous day, but he said that on the system my documents do not show. which means Nomathamsanqa had not sent them through the previous day. I then sent the documents through to him and he assured me that he had sent through the request. after this conversation i noticed that my account was debited again by telkom for the amount of 2500 and although i had stopped payment to them they had achieved this by simply changing the reference number. It is inconceivable to me how I have to continue paying for an account that has been flagged as potential *****. Why I have to suffer for Telkom's insufficient control mechanisms is beyond me. How they could not check if the details provided were indeed mine, especially because I am an existing customer blows my mind. I have been informed that this investigation can take up to 3 months, and this is a huge inconvenience to me as I cannot continue paying for an account I would not have been approved for due to affordability in the first place.