USELESS SERVICE AND *****ING MONEY

I have been struggling to remove an airtime subscription off my account for almost 2 years, someone just added it without my consent, and they refuse to remove it.

I have phoned, lodged complaints, this is my 2nd helopeter complaint, I have gone in store stayed on the phone for 20 mins, they tell me its removed,then at the end of the month its still on my status. Probably one of the employees that puts airtime on their own accounts, its THEFT!!!!!!!