Frustrated by Netstar's lack of care for a customer.

This is the second time I have written in about this and I was very impressed with Netstar as they acknowledged it straight away and said they would contact me. This they did, but I was never able to speak to anyone in authority. I am 83 years old and very hard of hearing so speaking to someone in a call centre is impossible. On the one occasion the man I was speaking to said it looks as if you need a refund and the woman who was listening in cut us off. The reason for my complaint was that I was paying Net Star monthly for twelve years thinking I was safe in this unsafe country. Netstar had no record of my details and I never renewed the contract. No one was able to send me proof of a signed contract. My husband died in 2010 and I bought a new car in 2012 and took out a 3 year contract. Why were my details not entered then? I do feel I am entitled to a refund of some sort. You can't go on debiting my account without a new contract. At least the debit order has now stopped but I am extremely angry that this happened . I do not want a ref no sent to me and then a follow up email saying the problem was resolved which happened each time I wrote to the customer care section. Please see that someone in authority deals with this. Today I saw a net star fitting out a neighbour's car with a tracking device and it was all I could do to stop myself telling them of my bad experience. The problem is these companies get too big and CUSTOMER CARE DOESN'T CARE.