Dissatisfied with Cellc

To whom it may concern, Im dissatisfied with the service from cellc , i received a message today reminding me of my debit to my surprise the amount is more that what i am paying, took my time called the call centre at 10am spoke to a consultant Kholosa White who told me about a prorata fee i know nothing about and was not advice about it when during the time of the upgrade. request to speak to teamleader im told team leader will call back. 3pm still no call from team meaning theres no sense of urgency for a frustrated customer , again i call back the call centre speak to another consultant Katlego who refused to give me surname saying its POPI act yet working for a call centre environment no reference numbers given nothing she again tells me her teamleader will call me around 4pm,5pm or 6pm. is this how clients are treated ? clients get dismissed