Deplorable customer service

Its been over 4 months since I started this process of trying to clarify my billing queries. To date, no resolve has been reached. No one has bothered to take the time to actually verify that the amounts charged were accurate and valid. Instead I get told the same story over and over by consultants and agents alike, with no one ever answering my query, because seemingly and admittedly by many, they don't know why I was charged what I was charged. The account statement also provides very little clarity. I was told the amounts that were charged in excess were for insurance and have been reversed, however, there is a balance that keeps accumulating that I am apparently not paying- when I ask what it relates to, no one can explain. If the insurance was the issue and ive never missed a payment for my contract then why is there still a balance outstanding? My phone has been locked and I have been paying for a phone that is essentially of no use to me. This is contravening the consumer protection and credit act, that much im sure of and have decided to raise this matter with the National Consumer Commission. perhaps they can get a better response than what I've been getting. Highly deplorable service!