Pathetic customer service and ********** billing!!!!!

Supersonic has the worst customer service/support team i have ever worked with, I have been with them for quite a while, but their incompetence and slowness at resolving issues is honestly pathetic. I have an uncapped residential fibre line with an uncapped voip line, yet every month without fail i am charged a usage fee on the voip line for calls made. What is the point of calling it an uncapped voip line if i am going to be charged??? I dont go anywhere near the 500 minutes fair usage. I logged a ticket on whatsapp on the 18th on september and till today i have received no feedback at all from the person who has been handling this.