No Feedback to Loyal Customers

This is what I sent to customer Srrvice at Cell C, an no feeback recieved to date. This is after various phone calls just trying to find out what the actual issue is : I have been a diligent Cell C customer for many years now. I have requested an upgrade (well downgrade) on my contract with a new handset and it has been declined. Not 1 of the Cell C agents are able to tell me EXACTLY what the problem is. I have my suspision it is with regards to a issue in October / November 2021. Cell C registered a non payment on my account when in fact Cell C did not even send a debit order to my account, but Cell C registerd it as a non payment against my name. Which I then paid as per my obligation, even though non payment was not rectified. I sent all the proof of this to the call centre and spoke to call centre and they were suppose to have rectified it but it seems its is now it has not been done and is still an issue against my name. What pains me the most is that cell c can treat a customer this way. A customer that has been loyal and diligent for years and would like to continue a relationship with a great service provided. I have had no issues with Cell C in 14 years up to this point. Its seems your customers just like other companies are just a number and you do not care as you advertise. Why that seems the general thing in South Africa I am requesting a full rundown of the issue with my upgrade and also to have the non payment against my name rectified.

NONE OF THE ABOVE HAS HAPPENED.