I don't know which team you have spoken to, I would suggest calling 132200 and saying "disconnection" and speak to the disconnection team (M-F 9am-9pm), it depends on what has happened, but they should be able to explain what has happened and help get it on the right track.
If they are also unable to help you can request them to raise an official complaint for you and they will be able to help you out with that as well.
If they are also unable to help you can request them to raise an official complaint for you and they will be able to help you out with that as well.