Poor service delivery

I have a contract with virgin mobile for many years, the current one however has been deducting R99.00 from me every month. Now from what I understand contracts last 24 months. So I'm sure I have paid for the phone 2 times over with some change to spare. I contacted them about a month ago and was told the system is offline however don't worry I will take down your details and escalate.... to date nothing has been done! When I went into stores they (Eastgate mall the last time) I was told it's better to call the call centre! I'm not good enough to be served but my money is?? Unacceptable!