Not willing to assist me with an upgrade after receiving an email and sms

I have been a loyal customer with Cell C for over 10 years and I feel the way I am being treated is actually unfair. I made a decision to go on debt counselling 4 years ago. Never in that time did I ever default my cellphone contract.

I received an email and a sms stating that I am due for an upgrade on my contract, however when I spoke to the upgrades department I was told that it will not be possible because I am under debt counselling. So I say to the consultant that 2 years ago I was also under debt counselling but I was able to process my upgrade. "Sorry mam we have changed our systems I can't help you."

I asked the consultant to put me through to the retention department so that I could cancel my contract as I feel Cell C doesn't care about their customers.

The consultant says hold the line I am putting you through and boom he drops the line on me. Today I also called and asked to be put to the retention department. The agent asked me why and I explained. After 10 minutes on the call she said okay hold on I will put you through and boom the call gets cut.

So I would like to know from Cell C is this the way you treat your customers who are under debt counselling? Do you not look at the history of an account and how well maintained an account has been ever since it was opened. I need urgent feedback on this matter.