Hey overitdone,
I am sorry to read this experience and this is certainly not what we would expect from our team. We definitely want to see you connected as soon as we can.
If you have already lodged a complaint with the TIO, we will be in the process of assigning a case manager for you. They will be in touch to provide a resolution as soon as they can.
You can access your contract details via My Account here: http://tel.st/cpyn Just select the service and you will see the contract end date.
Thanks