Non existing service

I have been a customer of Cell C since December 2015. I went under debt review in 2016 and was allowed to upgrade in 2017 and again in 2019. I’m now due for an upgrade on the 17 September again and now I’m being told that I can’t be upgraded because I’m under debt review. I have been calling the customer care number every day asking for a manger to call me back to explain why this is the case and a week later no one has called me back. I spoke to Enoch who advised that the reason why clients who are under debt review can’t get upgrade now is due to COVID. I then spoke to Evangeline who advised that due to cell c being under debt management they are no longer allowed to upgrade customers that are under debt review. Now I spoke to Faith who has advised that my debt review company has blocked the upgrade. I then spoke to Dineo who wants me to to call the credit bureau to find out why I can’t get upgraded. I have listened to the terms and conditions for an upgrade and this is what it says: 1) your account must be up to date with no defaults in the last 4 months 2) your number must be active at the time of your application 3) your SIM card must not have been suspended in the previous 60 days due to non payment 4) the person who signed the original subscriber agreement forms is the only person who can sign the new contract 5) the remains months of your existing contract must be completed

My contract is completely up to date. My number is and has been activate since 2015. My account has not been suspended in the last 60 days. I am the original person that has signed for this contract. My upgrade is due on the 17 September. So why am I now being denied an upgrade? Nobody can give me a valid reason as to why I can’t get upgraded. I keep getting transferred from pillar to post and I’m now at my wits end with cell c. I literally just want this contract canceled and that is also an issue! The service at cell c is absolutely pathetic!