Request for Copy of Contracts ignored

In February 2016, I happened to look at my statement and found that my account was in huge arrears even though when I took out this new contract in January 2015 and stipulated that there be no extra costs on this account and therefore I put a cap on the amount of 0.01c. I took out another contract in October 2016 and also stipulated a cap of 0.01c only to find that a huge bill had occurred by February 2016 on top of that I also found out on 13th Feb 2016 I had been given the wrong contract for the second phone. I was never given a copy of the contract because I was told the printer wasn't working when I took it. I have lodged a complaint at that particular store and the Manager - Tanya has not returned calls or sorted out the problem. Pavillion's counter customer service is non existent and when I requested a copy of the contract I was told I had to look for mine as they don't keep copies. Pavillion branch NEVER answers its contact number.