Bad service

I have always had a good relationship with vox until i experienced the Bad service!!! My service was cancelled and when i call to find out why it was cancelled, i am being transferred from one person to the other, so much airtime i have used , one person said due to none payment which is not true, all the payments were done and are up to date, the other one tells me that i moved from bloemfontein to jhb, and i never requested for that. They promise to call, they still have not called, my emails are unswered, i only received the auto response email. I believe payments are made in advance, if no one is willing to assist i kindly ask for a refund and i will go to a service provider who will take their customers into consideration.