Unable to sort out account

Sim swap was done on card,, the old card was hacked, got a account of 8000 rand to be paid, a ***** case was reported, now after three months, we didn't get any feedback regarding this problem,, every month I pay my account by Internet payment, and suddenly today my phone was blocked, try to phone customer care, but can't help,, I do have prove of all payments up to date, and the documents sent to ***** department, and battle to get this problem solved,, when you phone, there are lots of promises to solve my problem,, but all I got is a dead phone now