Bad service at Telekom mobile

I am their client for 5 years now. Lately they when I purchase airtime it would be finished in less than 10 min of a call. I was due for an upgrade in April this year, no one phoned me as they used to. When I try to phone them sinsince last week there' s no answer I hold for hours. I sent them email and messages no response. Every month they debit the same amount they debited before April. I am not HaHappy at all.