cell phone contract

I had a cell phone contract with cell C, last year i received a call for upgrade on my contract, in july I agreed. Then after a month I called insurance company only to find out they created a new contract. I then opened a case with them the case is still pending till today, i don't get all my contract benefits and yet they still debiting the full amount, no communication nothing. How can I be a full paying customer and get treated this way.