Fraudulent activity on my account, empty promises from Rep's, and no resolution so far.

When I started service 5 years ago, a representative told me that I would have a lower bill if I had 5 lines because I was getting like $5 off for each line that I had auto pay set up with.  He assured me that I did not have to use the line and that I could just activate that line later down the line if I wanted to.  Well it looks like someone else activated it and attached a phone to it.  I did not get a text message about the new line.  I am currently on the line waiting to speak with a manager.  I have been on hold for an hour and 30 mins with several bouts of dead silence then hearing music again, they keep you uncertain as to whether or not they are still on the line.  The rep checked in about 20 mins ago and said "ok a manger is on the line now" and a manager still hasn't came to the line.  This service is pure trash!