Incorrect Contract Handling Resulting in Double Billing

I am writing to express my extreme frustration and disappointment with the poor service I have received. After being offered a new contract, I was provided with the number 081 180 to call in order to cancel my old contract. However, I have been sent from pillar to post when trying to get assistance. One consultant provided me with an email address and another alternative contact number, both of which were unhelpful and did not resolve my issue. After 10 days of unsuccessful attempts, I finally reached someone who was rude and unprofessional. Although they cancelled the old contract, I was informed that my account would still be debited, and the consultant hung up on me while I was still speaking. I was also informed that the new contract would be free for the first month and that the old contract would be cancelled. However, I was later told that I should continue paying for both contracts and possibly give the old one to someone else, an unreasonable and unacceptable suggestion. I am now being charged for two contracts, even though I am only using one. I have been unable to reach anyone who can resolve this issue, as calls are either not answered or disconnected after long holds. I urgently request that this matter be investigated and resolved, with the unnecessary charges reversed and confirmation provided that only the active contract remains in place.