Incorrect Billing and Poor Customer Service

At the beginning of 2026, between January and February, I contacted your customer care department to enquire about the end date of my contract. I was advised that my contract would end in March 2026. During that call, the agent asked whether I would like to upgrade my contract, to which I clearly declined, as I had already signed up with another service provider and did not intend to continue with your services.

To my surprise, in April 2026, another installment was deducted from my account. Today, I contacted customer care to enquire about the deduction and was advised by the consultant that no cancellation had been processed on the account, and that there is already another invoice generated for May 2026.

My call was then transferred to the Accounts Department, where I was assisted by Nikita M., who handled the matter professionally and communicated very well despite my frustration. I requested to speak to a manager, however I was informed that feedback would only be provided on Monday due to call log requests and related processes.

I later called again and spoke with a manager named Olly. Unfortunately, instead of listening to my concerns and assisting in de-escalating the situation, her approach only worsened the interaction. She was unable to provide a clear explanation as to why a simple call log request would take three working days, especially considering that your company also operates on weekends.

Additionally, I asked what assurance I have that I will not be debited again at the end of May for a device that has already been fully paid off. Rather than addressing my concerns professionally, Ms. Olly came across as dismissive and invalidated my frustrations, making the interaction unnecessarily unpleasant.

The call eventually ended without resolution, and I am now awaiting feedback regarding this matter. I would appreciate urgent clarification on:

1. Why the cancellation was not processed despite my communication earlier this year. 2. Confirmation that no further debits will be processed on my account. 3. The steps being taken to resolve the incorrect billing.