Being charged for no service

Why is it that blacklisting is done immediately but unblacklisting is taking more than a week. I called to find out why, was told that I was missing unblacklisting documents which is impossible since cell c rep**** to the email with the attachments. I then sent through the forms 4 more times. Was asked to have the matter escalated since I am still paying for the contract but then are not providing me with a service. Was placed on hold indefinitely. So tired of dealing with Cell c.