Incorrect billing, ambiguous feedback, uninformed staff, failure to provide full contract and failure to resolve mistakes

I made the grave error of renewing my contract with Cell C through the Menlyn Maine branch. I was assisted (perhaps misled is the correct term) by one Lourens. My main concern was that I did not wish to pay twice in one month due to the upgrade. Lourens assured me that this would not happen. This is exactly what happened. Not only was n billed twice for the month of September 2017, but I was overcharged for the upgrade and discovered for the very first time that I am being billed for the MyDriveExec and MyDriveHome Unlimited which is essentially the same service and was not part of what I agreed to in the renewal.

The call centre agents gave extremely ambiguous explanations for the mistake and refused to provide written confirmation of the supposed feedback. At some point the agents admitted that I was in fact overcharged but could apparently not make any corrections without the branch (Menlayn Maine) giving the instruction. Menlyn Maine and specifically Lourens has been unhelpful. The most concerning part is that Lourens admitted that he did not understand how the renewal was processed, which leaves me the customer at a serious disadvantage when I am being advised by someone who does not understand the renewal process and its implications.

I did not wish to follow the route of a public complaint, but after more than a month, I still do not have my full contract (it appears that this is being strategically withheld), I still do not know how or why I was overcharged and I am nowhere closer to a solution.