Still waiting for feedback

In January I upgraded and migrated to a new package. While this was happening i wanted to add data t the current plan i was on and was eventually told that this could not happen and that all out of bundle rates will be refunded to me.<br> I then received my statement at the end of January to show that these fees were not taken off my statement. <br> <br> I then logged another call and was given service request number S3-GMG3D-DZBYL. this was on 16 February. It is now almost a month later and I have received no feedback on my matter and I am now being called and told my account is in arrears.<br> <br> Please can someone get back to me on this?