Outstanding Query 3 Weeks

I have lodged a query regarding my account status on 25 September 2015.<br> ref nr: S3-8GD2V-VA237<br> Having not received any response after 2 weeks, I phoned Customer Care.<br> They in turn refer me to Accounts, who end up referring me back to Customer Care.<br> Could someone please just get back to me with any kind of assistance, because I'm not going to pay for something that was caused by an error by one of your departments.