Unauthorised sim swap

With reference to case # S3-GP82K-KP6FW. Unauthorised data sim card swap was done on 15/3/2016. This was reported to the call center on 16/3/2016. My normal contract billing balance jumped from R170 to R4 000 overnight due to content services and other. The agents hard-blocked the tel number associated with the sim and I stopped the content services as advised by the agent. The billing amount however still kept on increasing and is now at R7000. An agent dialed the relevant tel number of the sim and a person answered the call. How was this possible? I am eagerly waiting feedback and refuse to pay for the actions that happened subsequent to the unauthorised sim swap. Most of the call center agents are of no use in this case except Owen who showed some initiative. I am concerned about the balance rising and my inability to do anything about that and the outcome of this case. <br>