Incorrectly billed and charged with no feedback

I have spoken with countless consultants/managers and have yet to be helped. Last month (this billing month) I purchased Just 4 U bundles for data and voice. I was sent confirmation and started using my phone as usual. It turns out that the bundles were not activated but my account was debited and I was charged out of bundle rates. I have spoken to consultants and managers who have on recorded conversations confirmed that I will receive a phone call from the back office confirming that A) the bundles will be credited B) the out of bundle rates for BOTH voice and data over an agreed period would be credited. Despite being promised a phone call from the back office, I have heard from no one and my account is still as it was a week ago. I was promised it would be done on the 3rd and have yet to see any change. I'd like an urgent response and I do not feel like spending another 20 minutes waiting for