hidden charges and poor customer service

I took out a new contract with cellc upon applying i dealt with a lady by the name of Patients i asked her to please convert my prepaid number to contract she said that would be done once i received my phone i confirmed with her what my charges will be when they debit me as i knew from previous experience to ask about their charges as there can be hidden charges from cellc she confirmed with me that i will only be charges the contract fee as well as a prorated amount i asked if there was any other charges she confirmed that there would not be , once i received my phone i called cellc countless times to have my number changed to contract after many attempts and eventually requesting my new contract to be cancelled if the matter was not resolved a lady from retentions who eventually helped me now I'm being charged for converting my number to contract after i was told that there would not be any extra charges besides the prorate amount i escalated the matter with cellcs customer service and i was told by the consultant that there is nothing that can be done as that is the process but I as a customer confirmed all my charges before accepting the contract i was not made aware of this and now i need to pay this fee i feel it is totally unacceptable i told her to put forward an escalation for me as i will not accept these charges i even went so far as to telling her that her team leaders need to listen to all my calls i made to cellc to see that i as the customer am not in the wrong here she provided me with the following reference number *** but to date no one from cellc has called me