Cell C, Upgrade Disaster

I completed a telephonic upgrade of my contract with Cell C over a month ago. The moment the phone call ended, all communications ceased. I have since sent multiple emails requesting information or feedback; made several calls to the customer service department. Not one person has been able to help me at all. So, no feedback, no service, no new phone. Then they charge me the new monthly premium for the new contract?!?!?!?!? Reversed the debit order and immediately Cell C freaks out. Where is the balance here? What is going on with Cell C? I've been a customer for nearly 20 years now.