Extremely bad services from Cell C

I have two cellphone contracts with Cell-C. In November 2021, I noticed excessive premium deduction and reported to Cell-C. It was found there was an additional (third) ********** contract opened in my name and I was advised to send an affidavit to the ***** department. I did this on 22 November 2021 but never received any feedback from them except an automatic reply confirming receipt of the ***** query.

In December 2021, I realised nothing has been done when the same high premium was deducted. I called customer services to let them know about this and was told to give it a week or so.

Early January 2022 I made a follow-up with customer service but I was referred to the ***** department. The ***** department told me they can't help without the case number. I told them I cant issue the case number to myself and they are the ones who should give me the case number. They referred me to the contract department for a case number. Unfortunately, the contract department also claimed it is not their responsibility to issue case numbers but that of the ***** department. I requested to speak to the management for resolutions but I was told they were busy and would come back to me. Even today, I am still waiting. At some point, I was asked to send the same affidavit plus ID copy and bank statement to a consultant who would then escalate it to management. Unfortunately no feedback I received from the same consultant or management after sending the requested document.

For three months (November, December and January) the premium for the ********** contract is costing me over R1 500 per month. I feel helpless and I am at a point where I don't know what more I should do. I have had enough of Cell C and I can't wait for my other contracts to expire so that I have no further dealings with Cell C. I wonder if this is how a big company like this should be run, exploiting the helpless and poor.

I am annoyed but still desperate for a refund of the premium associated with the *****.