Activation of Contract not done for more than a year

I purchased a new contract from the service provider and have been struggling to activate the contract for use for more than a year now. I've been debited each month for a service I was unable to make use of. Today finally after a sim swap has been performed in a store I have been informed that months of airtime has expired and that no refund will be made. I have on numerous occassions contacted the call centre and no consultant was able to assist me due to no transactions being performed on the account to do a sim swap or to assist me due to technical errors on their side.