Unauthorized/********** Service added to account

For two consecutive months I have been calling the useless call center experiencing high call volumes no matter what time of the day one calls to query a 20gb soft cap package charged to my account without my consent. Given that I already have a separate ISP, why would it be necessary to have a 20gb soft cap package on top of that?! When I finally reached a consultant during the initial query in April with reference number ***7 they basically said they noted the discrepancy with a \pay now and we'll credit your account later"attitude"