PCCW Contract changed without permission

Have just spent the last 40 minutes getting more and more frustrated on the phone with PCCW. We have had a fixed line contract with them for over 2 years now and everything was fine until a few months ago we noticed that we were on a different contract and paying substantially more. I tried to call a few times but after being switched from dept to dept or being put on hold for over 20 minutes I would hang up, or otherwise I would be promised someone would call me back and they never did. Anyway today (now 3 months later) I had the time so called them and they are saying that we agreed to change contract and that it can't be changed as it is a minumum 18 months. We NEVER agreed to any such thing and it seems to be simply a case of our word against theirs nows. We NEVER signed anything either for this "new" contract. In fact, we know exactly when this was changed. I rang up to query an extra fee on a bill and the woman I spoke to could barely speak a word of english. She has obviously not understood me saying that I wanted my bill changed (eg extra fee taken off) and changed my contract.

So to cut to the chase what can I do? Surely I shouldn't be obligated to pay higher costs for the next 18months because someone on PCCW's side has made a mistake. What are my options? Today's call ended simply with me SUPER frustrated and being told there was nothing I could do.

Ask them if they have a voice recording of the conversation otherwise tell them you will withhold payment and switch to another provider.

I think PCCW's policy is that they will automatically renew your policy once it expires unless you notify them in writing a month beforehand. Most people assume that once the period expires, that's it, I think I read somewhere in the very small fine print of my NOW TV contract that they will automatically renew it unless I notify them one month before in writing.

Thanks for the advice. After a few more calls, a lot of yelling (which I know is not the Hong Kong way but I was beyond frustrated) and the threat of legal action they have now changed our contract and agreed to refund the extra costs we incurred over the last three months. Yet to recieve anything in writing though so lets see if it happens!