Payment required on an uninvestigated query

After months of ME trying to have the issue of a high data usage & an additional line added to my contract, my account was hard locked \to avoid it accumulating more usage"pending the investigation. I however continued to be billed for monthly subscriptions and told to pay the expected amount despite my query not having been investigated for 5 months.<br> <br> Michelle called me on Saturday (24/10/2015) to inform me that I should pay the account and what ever that I should not have paid would later be refunded to me. I asked as to what should assure me that I would be refunded if the matter was not investigated for 5 months after query before I pay. She instead gave me a bad attitude"