Cell C terrible service and old customers dont get good deals

I have been trying to do an upgrade for 2 weeks now. The upgrades departments said there is a referral on the account and referrred me to accounts department. Accountds department says my profile is clear and the upgrade should be granted. Now I can't get anyone to put me through to the upgrades consultant (CINDY) who assisted me (to prevent the entire process from having to start all over). After many years with CellC, I also dont get the discounted package advertised on line as it is only for new customers. Time to change service provider???