Cell C = Worst service ever!

At the end of December 2015, Cell C unilaterally changed my contract from 100 minutes to R100 a month (on my old phone by the way) and they called it an upgrade. I visited an outlet to rather convert my contract to a pay-as-you-go as I knew my contract was coming to an end. Lo and behold! They couldn't help me because I was upgraded, so I had to talk to the Call Centre people. OMG! I am still traumatised by those people. The long-and-short of it is that it has been a month since I lodged my complaint and request, but no solution in sight. I even tried using email in hope that someone else will help, but still no success there. I now suspect that my queries are answered by a machine as it is unthinkable (inconceivable, absurd) for a client focused entity to treat a customer this way! Ever heard of 'customer centricity' cell c?