International Roaming and slow response from customer service

I had a cell c contract for over 5 years, even though with different service providers (Nashua Mobile, Autopage, Glocell), during which time I had international roaming with no limit on my voice, and I had no problems. I have changed to Cell C service provider from 1 August 2017. During my 2nd overseas trip (I do travel internationally on a monthly basis for business), my international roaming was suddenly not working. After a very long call with the call centre, eventually I got my international roaming activated. I did specifically request during this call that I do not want any limit on my voice calls.

When I returned to South Africa, I suddenly receive a message that I have reached my limit for international roaming (which was stated as R2,000), and that that service has been de-activated. (Note - R2,000 is ony about 2 days phone calls when overseas - and this is all for business).

I contacted the call centre on 27/09/2017, telephonically, and spoke 1st to the agent Levaine at Jhb call centre, then to her supervisor after I did not get satisfactory answers, named Nokuthula. 1st I was adviced incorrectly about my limits reached (I have the unlimited Pinnacle package). I then decidied to also send an e-mail to Cell C customer Service.

I have received an e-mail back from customer service on 28/09/2017 at 11h03, after that no further contact from Cell C at all. Yesterday I had to make several international calls, however could not as my service was still de-activated.

I was also informed during my call to the srvice centre that I had to activate international roaming every time I go overseas, which is utterly ridiculous.

I would highly appreciate it if this matter can be attended by Cell C asap, and that it is resolved satisfactorily asap.

PS: when I took the contract out with Cell C service provider, I stated clearly that I need all the services as is that was on my current contract with Cell C.