Hi,
Sorry to read of the mess your account is in. All I can recommend, is to give the Telecommunications Industry Ombudsman (TIO) a call. They have been fast to respond to my complaint that I lodged about Telstra. I found the Telstra Complaints Desk was useless. I've put in about 6 complaints with them. I did get assigned a Case Manager. All he does is ring me and tell me to wait another five days for a response!!
TIO: https://www.tio.com.au/publications/guidelines
I got a response from TIO in 48 hours - an email to acknowledge my complaint. Then, Telstra TIO complaints person was in contact with me 24 hours after I received an email from TIO. From there, the Telstra TIO complaints consultant has taken over my case and doing all the phone calls and running around that I was doing.
I am waiting to hear back from the Telstra TIO complains consultant - am expecting a call on Tuesday 16 Aug. But, it's made it easier than me wasting hours on the phone.
Good luck...