Cell C Retention -Poor service

I called Cell C retentions last Friday 13 July 2023 and explained to the consultant that I was ****** 2 months ago and wanted a settlement amount as I had taken a replacement phone and financially am unable to pay for two devices. I went on to ask if there is any way that a discount can be considered since i have been a loyal client for may years. She advised that I would need to settle the full amount for the ****** device, I asked if there was a possible discount since I would like to settle payment and proceed with a single contract which is my replacement device. I asked to speak to a manager because i was unhappy with the response the agent provided me with. After placing me on hold for several minutes, the agent came back on the line to inform me that her team leader would be contacting me that very day. To date no call from Cell C Retention department. Is this the kind of service that you ascribe to. You receive your monthly debit orders on time not a single contribution missed or delayed and you are unable to assist me in my time of need. My ****** device is black listed, you still insist that a settlement amount is over the next 24 months as calculated which is over 19k.Do you not show any form of empathy on your clients. Your SERVICE is PATHETIC!!!