please train your stuff properly

i was having problem of 5 rand air time that was disappearing every day from a cellphone that dose not have a internet connection or games so when i make enquire about it at vodacom call centers all the consultant that i spoke to they were telling me different stories every day and told me that they have cancel those subscriptions and they refund me but to my surprise airtime deduction was still going as usual but on the other side they promise me that they cancel it so how can they cancel something that they don't know what is it that is debit my air time so they promise me to take my contract to the initial one so that i can cancel it i can not pay 5 daily for something that i don't know and i did not sign for