Incorrect billing

I have been on price lock billing has never been a issue up until end of August. I was billed incorrectly I reversed that transaction n transferred the amount I normally pay. I have been disconnected and reconnected after I was told that I have an overdue amount. I cancelled insurance wich is not cancelled even today, I hired a movie which didn't download to my decoder. I called immediately I was told that Box office is offline money will be refunded within 48 hours, even now it's not refunded. I have called several times I was told it's being escalated but nothing is being done. Even this months billing is incorrect still has not been sorted.