Bad Service / Response / Over Charge / Cut lines

I am very disappointed with VIRGIN MOBILE. I've been with Virgin Mobile for 5 years with two contracts. Now two months ago I wanted to upgrade for the first time so I went through the call center and app**** for both my lines. That was in the beginning of October. So the whole month I waited for the phones (never signed for anything) and they never got stock, then a week before the end of month, we said we not proceeding with upgrade, cancelled and got a reference number. So in the new month I saw upgrade still went through without us getting phones and after it was cancelled and confirmed. Now a week ago I paid my account, then after that they blocked my lines. On Saturday I went all the way to Virgin Mobile at Cape Gate to sort the lines direct. Then they said I must pay extra over R200 for the old upgrades costs (which was cancelled)... So I paid because I need my lines and they unblocked my lines. So this morning (2 days later) my lines are blocked again. I send mails to three different parties at Virgin Mobile and as usual now feedback or open lines. I stay over 15km away from nearest Virgin Mobile store. Why must I drive every time for their bad service??