Cell C - Do they know what they are doing?

I am eligible for an upgrade on my phone… Went to Cell C and was told I cannot upgrade, asked why and I was told to phone the Legal Depart… Long story short, we were told that we need to send a letter and no-one could explain what kind of letter needs to be sent. One of the ladies at the stores then tried her utmost to find out… Turns out we needed to pay in a certain amount in order to upgrade (the lady assisting us couldn’t understand the hold on the upgrade and the call centre also said that they don’t see anything on their end. Earlier this year, someone at Cell C **********ly opened a data account for one month on my account, contacted Cell C, they apologized and it was all resolved to my understanding. They are NOW raising that ********** activity which I thought was resolved. This is extremely frustrating to also now be told to send a letter but ONCE AGAIN the legal department can’t advise the kind of letter that needs to be sent… This is now officially Day 10 with Cell C…