How not to treat a 10 year loyal, paying Customer - Cell C.

I have 4 contracts with Cell C, I have been a customer for almost 10 years now. I have never missed a debit order payment and have been loyal and understanding all these years. Last year (2021) I tried to upgrade one contract, it ended up being such an unpleasant experience - I had to re apply for the contract (the first time in 8 years), it was one email after the other, little to zero feedback - I eventually decided to not upgrade the device and clearly said and it was clearly said that the contract will continue on a month-to-month, I did not sign, consent etc. for anything else. I decided to upgrade (give it a try again), FYI -my credit record is exceptionally good, so is my affordability (keep this in mind for the rest of this complaint). I called in. The first consultant told me 1) 2 of my 4 contracts are suspended due to non-payment and I owe Cell C something like 3k 2) And this contract in question is now only eligible for an upgrade in April 2023. I was so, so surprised. Answer to point 1 - I receive my statements every month, the amount on the statement is my exact debit order amount, I have the app and my account stays on 30 days or current. Never, ever have I missed a debit order. Answer to question 2 - I never upgraded on this contract, who gave Cell C the right to extend this contract and bind me for another 2 years? This is ********. I did not sign or consent, I still have the same old device. I decided to call again, as the first consultant just kept on telling me that is what the system says and there is nothing more she can do for me. Excellent Service Cell C! Now I am speaking to the second consultant, the Gentleman apologises and says he is transferring me to the contract department. This lady that answers is so, so arrogant. I asked can I upgrade my physical address and she kept on asking what address do I want to update. What do you mean what address? I don’t live at 5 addresses? Then she says to me, me telling her it’s okay, I have the app, interrupting me - “she must educate me on how to look at my account”. This lady atleast managed to tell me my account is 100% up to date. So why would the first consultant then say I owe Cell C money. How does a Client go about upgrading? And who gave Cell C the authorization to extend a contract for 2 years? Where do I as Client end up in this situation.