Call centre agents incompetence bill dispute

Cell phone placed on hotline due to a balance off approx R2980, call centre informs me that I have a R15000 limit, when asked to pull out recordings they conveniently forget to call me back with any updates. When I call back a week letter only to find reference number must be re issued since previous reference is now closed.<br> It's been 2 weeks I am just placed on hold from call centre person to person. <br> I have been a cell c customer for ages , this is my business number how am I suppose to make calls.<br> I called to upgrade my phone about 2 weeks before this issue only to be informed that they have no iPhone 6 available. When requesting what happens to my contract now, I was informed it will stay the same until the phone is available since I have been placed on a list. I have since spoken to 7 call centre agents whom all first say they want to understand what my grievance is before they can analyze the problem. They all apparently need to understand what I am disputing before anything can be done. Surely someone at the call centre must be competent enough to pull out a recording. How can I possibly have a 2980 bill if my contract still stays the same according to call centre.