Being Billed For 2 Hardware Costs

I have been billed for 2 hardware costs since my account was transferred over from Nashua. I have had endless issues since the transition which started with my phone being soft locked for 2 months. How does this justify a service that I am paying for? I lodged a request and have a reference number and was told it would take up to a maximum of 5 days for my request to be sorted. It has now been 2 weeks since my call and when I phoned on Friday was told that my request has been put on hold, with no reason. I will be getting hold of a CPA lawyer soon to discuss my terms of taking my contract to CellC direct as I have recorded evidence that I am not receiving the service that I am paying for.