Benefits Not Loaded as Promised - Poor Service

I am very disappointed with the service I have been receiving from Cell C retentions department. I have been trying to resolve a contract benefit issue since the 08 December 2020 to date with no joy. I did an early upgrade of my contract in July 2020. I was promised additional benefits for the duration of the contract at no extra charge which I have on email as confirmation. I had received all the additional benefits up until November 2020. From December 2020 I stopped receiving the additional benefits. I have called and emailed Cell C customer retentions department several times with no feedback. When I do call the customers service / retentions department, I get told that my case has been closed with no feedback and a new case has to be opened and then go through the same process which now has been for more than 7 times. They do not know the meaning of customer service. When I ask to speak to a team leader or manager, I get told that they are not available and will call me back but no one does. They also cannot provide an email address. There is no other escalation channel except the call center. I was told that once on the 24 Dec 2020 they did try calling me however I do not have any records of that call. And even if they did call and for some reason I was not able to take the call, surely there should have been a follow up call made to me. Also there should be notes left on the customers (my) profile or case number stating what was the outcome of the query, not just closing the query as resolved with no feedback. Case ref below *** *** *** *** *** *** ***