CELL C holding us hostage with poor service and offering more expensive deals to release us.

Shockingly bad service from Cell C. I was told I can upgrade as my 2 year contract is due. When going to their Cape Gate store I was then told I cant upgrade that specific package as they dont have it available on their store system, (even though it is available in their booklet), they do have the more expensive package available though, Strange. I can only phone their contact center and they will assist. I then try and phone the contact center(which tells me their working hours are between 8 and 5, i phoned 11:00am) and they prompt tells me they are closed. I then try their online application and select the phone I would like to upgrade to and receive a call back within 2 minutes, however this is from a new contract consultant. This lady informs me she cant assist me as she is only responsible for new contracts. She also cant transfer me as the upgrades are closed(blaming it on COVID19). As I informed her, I understand Covid is affecting the working situation and safety on the employees are first priority, but why are the new contract people working and phones back within 2 minutes, but not the existing contract employees. CELL C IS HOLDING US HOSTAGE WITH THEIR PATHETIC SERVICE. And by taking new contract, they want to take more people hostage.