Cellphone account overcharge

I have been trying to resolve this problem for 2 years now. Im told within my contract I have "x" amount of sms/mms, I send a small fraction of those and Im told "youve used up your sms bundle". When I call customer care they say I should load more sms bundle which I do. Im being charged and I pay for smses im not allowed to use and told to oay for even though they free. I phoned a month ago and was given reference number and till today, no call, no follow up no refund nothing. This is **************** and nonsense service filled with lies by customer care people.