Not giving me what my package offers

I took out a contract that offers free itemised billing. It never reflected on my statement and i queried. First they "resolved" it by sending me itemised bills for the months i missed. But when my statement came, it reflected on my statement as free services but no itemised bill. I queried again. Then they claimed my email was wrong - i told them i dont know why they used an old email no longer in se for over 21 years YET my recent application (and all my monthly statements) came to the email that WAS on my application of contract this year. They assured me again it is resolved. It isnt. I am still getting statements without itemised bills. The escalation centre has read my complaints on 15 November and to date made no contact. It is appalling that we have to accept such poor service from network providers. I had more professional services from Home Affairs than this corporate.