Senior Manager needs to get involved in resolving query from October

PNR Department at Vodacom says they escalated a query to MBD (Nutun) department but no follow up. NO RESOLUTION. Its been weeks and weeks. im not getting anywhere all im getting is the same response and smses from Vodacom saying i must pay overdue amount that i paid in OCTOBER already!!!!!!! Can someone take OWNERSHIP for this query??? To Resolve it