Contract breakers that dont respond to queries

I'm writing this review on behalf of my dad. He agreed to a 24 month pricelock deal. This month his debit order has gone up due to his subscription increasing. When contacting the call centre, they seem confused. The last agent says the pricelock contract was 24 month's and started in November 2022 but has ended now which makes no sense. The agent also put him on hold for 15 minutes and never returned. Please can he be contacted and the issue resolved as you guys are breaking contract.

I previously logged a complaint on 9/12/23 but have not received any response