Paying double for 1 phone???

Firstly I tried to resolve this by contacting your call centre, it seems like my request is being ignored. Ref S3-GPZ2X-XOV65 logged on 7/3/16. Received an sms on 8/3/16 stating my query was received, until now have had no feedback. Secondly why does it take 56 min, 4 consultants, transferred between customer service to accounts dep. and back again, for a simple question, still no answer.Thirdly the consultants are not trained properly, they do not greet do not supply their name and do not listen properly, and some are just sarcastic. Now my problem is I just want to know why I paid twice for the same phone in February and according to your online service I will be paying twice in March also.If someone can just supply me with an explanation. And let me tell you now because every consultant tells me I am paying for my previous phone and that is not true. I had a contract were I upgraded and did not have to pay additional amount for the phone monthly. But now suddenly this is confusing to your consultants. I just want an explanation please. It is my right as consumer to know where my money is going.Treat as urgent please as I am getting really tired of complaining about this company