re call charges

[#1]

hi im a new customer, I pay 5 pound a month extra for unlimited calls, but yet still being charged for landline calls wether the call lasts a minute or ten,  why is this? 

[#2]

Hi, I can see you've called up and this is now on the way to being sorted out - please let us know if that's not the case or there's anything else we can do for you?

[#3]

Hi, when i rang up i was told that the bill would be updated but does not appear to be the case.

[#4]

Hi,
Sorry this wasn't picked up before the bill was generated.
As it has been generated and the money already taken I've issued a refund for all the calls you were charged for and updated your ticket.