Security breach


The breach in my account took place in July. 2 iPhone XS were purchased and new ph numbers created. After much time spent with the fraud department team I was told that it would possibly take 2 billing cycles to straighten out my account and that I should pay only what I normally owe in the meantime. The plan I was on is no longer in existence as it expired but support staff continues to assure me that it will be sorted out. I've called several times since July to see what is being done and they each say to be patient. How can this be?  Has anyone experienced this?