Telkom mobile failing it's cilustomers

Telkom mobile is failing it's customers. I found out early October that a new cellphone was taken on my existing telkom account, I alerted Telkom mobile at centurion mall and submitted an affidavit. A case number was provided and the matter was logged for investigation. However, I still got and invoice if R3000 due in November for the phone that was taken **********ly with my account, telkom is aware of this ***** but they still invoiced me.