CLIENT OF CELL C FOR 18 YEARS- WOW

i have been a client of Cell c for 18 years. i have a debit order going off every month for my subscription. ive been trying to upgrade for over a year. No one is able to assist me .i have phoned numerous times and emailed. i was "handed over"for R46 in 2022 that I was not aware of until earlier this month when i phoned, then someone told me that. like i said im still paying a monthly subscription via DEBIT ORDER. i really need a new device and im fed up with the service i am getting. what can i do? how was i able to upgrade to the device currently in my hand? this was obviously after 2022. this device was legible for upgrade JULY 2023. i dont understand how this works.really