Poor service, wrong information

When I started with the service provider I was told that it is pay as you use, July 26 I logged a query that my network is not working, did not get any feedback I the decided not to use the sim, they still debited my acc for not using the it. I logged a complain, after logging several complains, trying to call them, I finally got feedback saying that even if I don't use it I will still be charged, so where is the part where they say pay as you use. And is not like it was my fault they should have responded to my faulty network complain.