Bad complaint process

Cell C. What is the point of sending them an email quering your debit order and the. They NEVER phone you. Then you take the time to google their complaints process and when you email them they take 19 days to correspond by saying, we tried to contact you????? I think not. We phone the call centre to query it and they give us some dumb expectation to why the debit order is 403 and not 201. Because there was no cap on. Ok but this was never explained to is so I ask them to lodge a formal complaint which the consultant evidently told me thy don’t have a complaint process. I told her to refer it to her manager. She comes back 8 minutes later and says hello k she will log it. I tell her that I want to see the contact where it shows me that if I go over 201 it will charge me for what ever. I then request her to put a cap on. She sends us a reference and we accept it as that. To date, no phone call no email. The same day we go to cell c and decide to rather upgrade this package which they keep on debiting me incorrectly on. We upgraded and the I ask, am I loosing all my benefits that I got on the first and the consultant at cell c says yes, but you get your new contacts benefits and will be charged pro rata NEXT month. And I say ok, so what will be deducted end of this month? No you will on be billed for what you used from 1st until now which makes sense. SO WHY, WiTH THE CAP DID I PAY 403 again. This does not make sense and Cell C is steeling peoples money. So previous explanation is a lie because the same amount was taken off again. FYI. This is the same amount I paid for 24 during my contact which paid for the phone ad well.