ABSOLUTELY NO SERVICE

My nightmare started 3 weeks ago when I received a huge data account which was not my responsibility as I got a new phone which was set up in store and a lot of data was used, so I logged a call on Hellopeter. 10 days later Bianca called me and told me that they will log a call against the branch as well as the data department which can only investigate it once the accounts closes (which was on the 11th). Thereafter, absolutely NO FEEDBACK. So this morning I called the call centre, hang on for 33minutes before an agent answered. Got a 2nd ref *** - this time I was told that I was suppose to call again after the 11th - WHY WAS THIS NEVER TOLD TO ME??? The conversation took 20 minutes as he had to run around finding out what is going on - guess what still no response - I now have to wait another 5 days - I AM FED UP OF WAITING AND YOUR POOR SERVICE. Please resolve this matter as I will take it further to the NCC if necessary.