2017 ********** Upgrade Query still not resolved

After I was told that my query was resolved, that your forensic team has investigated and indeed found that the upgrade was **********, everything was sorted until I receive a Final Demand letter on email that my account is due, an amount of R5769.03 must be paid within the next 21 days by ME, and that consequences of not paying will lead to legal action against me. I'm really failing to understand how you'd say the issue was resolved and yet I'm getting a warning email. I'm really disappointed, and truly regret the day I joined Vodacom. Now there's someone out there with an IPhone that I cant even afford and I'm the one who must pay for it because someone chose not to do their job, really Vodacom, REALLY??????????????????????????????