Cellc charges me for benefits of my old contract to my new contract billing. It was not removed and they refuse to reverse the charges

I had upgraded my contract ***0 in Feb - upon signing I was told by the Cellc consultant at the Davenport branch that all benefits in my current contract willl fall away and the new benefits will kick it. to my understanding and logically speaking this is how the contract will work.

however upon receiving my bill with my new contract i was charged for an add on service that i had requested some 4-5 year ago. this was never removed. I emailed Cellc but it was not removed and I did not receive any response form them. the second month billing reflected the same charge again. i emailed cellc again to remove the prior month charge an the current month charge. Rather dissappointing, i received a cal from Cellc some two weeks later. the reason the consultant gave me was that they had an influx of queries to resolved.

The response I recived was that I should have called in to remove the additional benefit (240 Mins Any-Net Minute Bundle Recurring at R86.03 plus vat). the consultant at the branch should have mentioned this to me. i find that strange that part of the old benefits were removed not all of them. How was I suppose to know that I was to call in to remove these benefits, when i requeted this some 4-5 years ago.

the lady who called me was not helpful. I asked that a TEam leader or manage call me to address this matter but her response was, they will not be able to assist you. they will not give you another anser to the one i have given you and to date i have not receved any correspondence from cellc.

Cellc. its logical, if I upgrade with a new phone and new benefits, the old one will fall away, that is the reason i took out a new contract.

I have paid for two months of a benefit which I did not need and was not used.

Kindly can someone who is more equipped handle this matter because clealry this was not resolved the way it should have.