increasing of limits without consent and not allowing me to Sim Swap

I have 3 contracts with CellC and two of them i took them in May 2017 and they are ending now in May 2019. i took the router one last year August for R249. in December i received statement for the router and there was extra R500 that was included and i asked about it and the consultant couldn't explain they said it might be for limit. then i decided to reverse the debit order and even for January i Reverse it because i can't pay for something i don't know and besides the time i was offered the Router i made it clear that i don't want to pay more than R249 and i don't want any extra limits. if the data is finished during the month i don't want them to load more.

today i called them to do a Sim Swap for me because i lost my phone (first contract) and they told me i cant do it until i pay that R500. why would i pay for something i didn't agree on? i asked them to listen to previous call recording on the initial time they offered me the router telephonically. i made it clear to the consultant that i want my contract to be capped and not over the limit. They told me that they will escalate the issue and i must expect response between 2 to 3 days. I need to Sim Swap ASAP so that i can use my phone. i cant miss out important things because of this. The contact that is affected now is not even the one with the limit issue. its a different contract. Am so disappointed with Cell C. even the first two contracts i had the same issue after 3 months of using them i had to pay extra.