Hopelessly inadequate response to technical query

I called last week as I'm suddenly seeing data charged for 'P2P' videos on my account. I specifically told the operator, who referred my query to the technical department, that I did not want an answer I could Google - I am not sharing videos or files with colleagues or friends, I'm not downloading Netflix or DSTV, so where are these charges coming from, and how can I stop them? I asked for a detailed response. Lo & behold, yesterday I receive a response that LITERALLY refers me to wikipedia for information on peer-to-peer sharing. How does this resolve my problem? How do I know what to stop when I'm getting a standard stock answer? I then completed the review on the 'solution' and, despite giving a poor review, received no follow-up phone call. Why send a review if you're not going to follow up when the client says 'not resolved'?