I am so thrown of by Telkom honestly.

I recently found out that I have a cellphone account that I took from Telkom that is apparently owing R44 000. Now the confusing part is that I took a cellphone rooter from Telkom that I pay every month by debit. I have enquired about this to Telkom at a branch and via email that u was informed I should use. I have been taken from pillar to post with no proper feed back. I have submitted affidavits and everything else they requested. They however sent me an sms saying the matter has been resolved but when I ask for a letter clearing my name I am told a certain someone is going to contact me the following day. This bu the way was 3 weeks ago if I am not mistaken. When I tried calling again one of the agents insisted that someone will call me but that has not happened yet. Another agent told me that it shows that it was a *****ulent transaction but still no letter has been given to me. I am very frustrated because this is affecting my plans as it is standing in way of doing other things. It is preventing me in my process of purchasing a property. This is the sms I received Telkom SA: Dear customer, Your case no ***4 is resolved. Please call 081180 for Telkom Mobile related queries and 10210 for Telkom Services and Products related queries. Please do not reply to this SMS. I hope this reaches the right ears.