Cell C retentions department not wanting to keep customers

A Direct Sales Agent from Cell C called us to upgrade our contracts and misrepresented the information. The customer service division was notified about the agent's ********* behaviour. The retentions department was tasked with revering the transactions that occurred on the phone regarding the two contracts. The reversal was done promptly on the one contract and the other contract is still under 'review'. We were told the reversal would take place in 48 hours. After numerous calls to the call centre and visits to the store this is unresolved 5 days later. The call centre staff are apparently unable to assist as it is a 'back end office' issue and a customer cannot contact them. The call centre manager, Jubulile, rejected my call 4 times. How do you retain customers who want to spend more money with you Cell C? It makes no sense!