Utter Incompetence of Accounts department

After numerous calls to Telkom about a ********** phone that was taken out in our name we were refunded a few months later. Now we get over 9k deducted from our account due to a \cancellation"of a phone???? After more numerous calls to Telkom we are informed this is because the ***** case is not resolved and we need to pay this money to resolve this. We receive threats to interrupt our service on our phones. Today they cut us off??? Again we phone and ask them what the hell they are doing? We paid the account (the amount that was actually ours) but due to this ***** phone we get cut off? Telkom is adamant we have to pay the amount. We have emailed all the documents numerous times with regards to the ***** case"