Worst service experience

I have been a contract holder with Telkom mobile for over 5 years now and I have just had the worst experience ever this year with something I had no control over: 1) A ********** upgrade was made on my account as a result of impersonation, and after realizing it around May I then opened a ***** case with Telkom(ref nr: ********** 2, ********** 3, ********** 6, ********** 0) all these cases were opened each time I called Telkom as their officials couldn't see any cases that I previously opened. *Quite disappointing I must admit* After following up with them on more than 20 occasions without feedback it took them 5 months to have it "resolved". 2) Now that the case is resolved I'm told I need to pay around R1700 for the services which were cut since I was told by their officials not to make a payment until the case is resolved as it looks as if I'm acknowledging the ***** if I make payments. Now I'm told the amount is due and must be paid in full. Having never defaulted for all the years if find this very insulting and extremely disgusting to be treated in this manner. 3) What frustrates me even more is that I'm told the contract was cancelled due to non payment and for the number to be restored I need to pay and will mean the contract is initiated for the next 24 months as a new line. My question is whose fault is it that the contract was cancelled? Why am I being told that the contract was cancelled by the collections department which I cannot even speak to? Why was I not told about this? The agent I spoke to keeps telling me that nothing can be done "unfortunately" and I refuse to accept this, I will not be treated in this fashion. This is the most terrible service ever and I request to be contacted and for this matter to be resolved speedily as it is now the 6th month. Regards Thulane