Still deducting after arrange to go to prepaid

My husband phoned on 18th December 2015 to switch to prepaid. Its been 3 months and they are still deducting from his account. After many email which are not being acknowledged still nothing is happening. He has left the country and they refuse to speak to me (his wife). <br> Below is the reference from an automatic email<br> <br> Your reference number is: 00BH~H9HZ