only resolve queries once the customer is satisfied that it is resolved

On 9 May we did an outdoor transfer from Grahamstown to PE. This means that the request was to move the line. In June we were billed for both lines, on querying the statement ref ********** 5 and ********** 1, I received an sms to say the matter has been resolved. But the July statement showed no credit for the June amount only corrected the account going forward. How can it be resolved if you still billed me for 2 lines in June when I clearly had moved the line to a different residence? And how do you resolve it without making sure the customer feels it is resolved? I have been on the line to 10210 and 10213 and have been told the matter has been escalated but each time I call these lines I wait in excess of 15 minutes to talk to some one who escalates the matter with no resolution. There is no front office in Grahamstown making resolving this a very difficult issue.