Erroneous charges and no responses

I was billed for services I did not use, and I logged a dispute 3 weeks ago and despite numerous follow ups and requests for feedback I am still battling. I was assured that someone would get back to me in maximum 14 days, and it is now almost 3 weeks later. Nobody seems to be able to deal with the query and I simply cannot understand why I am a) charged for services I did not use and b) totally ignored when I try to resolve it. The dispute as logged on 6th May for 10gig soft cap that I never ordered and did not use as I was on the 20 gig soft cap. on 28/5 I spoke to Cindy who escalated it to credit management and I then spoke to Heather Bonthuys who could only help me with the line dispute and not the 10 gig softcap dispute. She assured me that someone would contact me urgently to deal with it and to date I have not received any call from anybody. So who / when / how is this going to be resolved? We are well over the maximum 14 days that I was told it would be resolved in.<br>