Horrific customer service Cell C

As an existing Cell C customer I wanted to update my contract in Feb 2023. When I received the device, it wasn't the model that I wanted and contacted cell c to inform them that I was exercising my right to the cooling off period and returning the device. This happened on the same day I received the device. Arrangements were made for the courier to collect the device and I received confirmation via sms that the device was in its original condition. To my surprise a few months later, I notice a debit order from cell c for R1009 which was odd as I had returned the mobile device. I called and was told by the consultant that regardless of returning the device, I was making use of the benefits and needed to pay. Noted! But R1009? I requested a case to be opened and was assured my repayment would be adjusted for use of just the Sim card. In December I went into a store where I was assisted and another case was opened. Many phone calls later, i received a follow up call to say that the device had been located and that the contract in question would be converted to prepaid. I was asked to send bank statement for the last 10 months so that the billing department could establish what should have been paid for the use of the Sim card. Bank statements were sent confirming all payments to cell c. It's been 10 days, many phone calls later and still no feedback. The contact centre staff are unhelpful and I'll equipped to deal with queries. Today, I spoke to Banele, who on me requesting a reference number for the call, refused to provide it. When I asked if I could request the call recording, she told me to call in again. If I am already speaking to a consultant, why do I need to make another call? When asked if I could speak to a manager, you are told that they not available and will call you back, which they never do. Cell C service is pathetic and I highly doubt that I will be doing any business with them in the future. Let's see if it takes another 10 months for me to be re impulses by them!!