Cell C agent lies about contract period in order to get a sale.

On 31 August 2022 I called through to Cell C Retentions to cancel my contract. At the time, I did not want to upgrade my contract. The consultant by the name of Karabo Tjale told me it wasn't a wise decision to do so and I should take a month to month data contract for R60pm which I did. He confirmed that at any time I wish to upgrade my contract I can go into the store and do so. I went to CELL C Gateway in November to upgrade my contract they told me that I cannot as the consultant put me on a 24 month contract and that ends on September 2024. I called through to customer services on 5 December 2023 and requested the voice recording. The consultant told me it would take 3 business days. Today is the 19th of December and I have received no feedback whatsoever. Every time I've called through, I've only received pathetic service from the "customer service" from a division that supposed to provide some sort of resolution. I've asked them numerous times to escalate the matter yet no one does. Twice I've asked for them to transfer the call to a superior but they drop the line. How can they give a customer a turn around time of 3 days and 14 days later when I call again, no one has any feedback to give me???? I'm still waiting for the recording but it seems like there's only *********** employees working there, hence I'm in this situation.