CellC not owing up to their word

This is a very long story, dating back to Sep 2018, but will summarize as much as possible. On 6 September 2018 I spoke to Sibusiswe Ngcobo at CellC retention department regarding cancelling my contract, which would have reached its 24 month contractual period on 10 October 2018. Sibusiswe advised me that instead of cancelling, she would extend my benefits to the end of October and them start me on a new deal from 1 November, which I excepted. I have this in writing. Came 10 October and my benefits got cancelled, without any notification from Cell C. By the time I realized this I already delved deep into an out of bundle rate, which Cell C was happy to collect on my behalf. I followed this up with Sibusiswe on 19 October 2018. She promised that she would raise this issue with the credit department and that I will be refunded. Instead I received a call from the credit department informing me that they can not refund me because I went into "out of bundle spending", completely disregarding the fact that I only went into "out of bundle spending" because CellC took my benefits after confirming, in writing, that they would not. We are now in December and Sibusiswe has gone quite, after multiple attempts to reach her. The call center, those who are willing and capable to understand what happened, keep referring me back to Sibusiswe, but I have no means to contact her, other than email, which she is not responding on. So it looks like CellC is just going to get away with: 1. Lying to their customers 2. Blatantly "Taking" their clients money (deliberately refraining from using the words *****ing) To add to this, from November they also just decided to start deducting money from another bank account of mine, without me giving consent to this. Refer back to point 2 above, last time I checked, according to law, you can not just deduct money from a client's account, this is also considered "taking".

Please guys, I have been a loyal client of yours for a very long time now. Please get your act in order, fix my debit order and refund my money.