Fustrating lack of response on 'escalated querie'

Since I have upgraded my contract I have been billed for other items I did not sign up for. I called 808 to raise the issue and was told the matter would be escalated. It has been four months and I go through the same thing every month end after they suspend my account; of having to call them and explain the situation and have them log another query and temporary open up my line until the next month end. Did not receive much help when I went to one of their branches was just told they would log a call as well. Nobody seems to have an answer as to next step one can take to follow up on issues that 808 does not know how to resolve. This is really frustrating.