Poor Customer Service and Management

I’m the Cell C customer for the past 7 years with two contracts amounting to +- R3000 a month and never ever defaulted, until 2021 July when the Cell C call centre agent calls to offer an upgrade to my contract as it was due. I did not take his offer since they did not have what I was looking for at that time. All to find out that the agent have already called the other number that appears on my account and they made their arrangements that affected my account. Which changed the entire set up of my account, where I even failed my security check for the first time after 7yrs and Cell C failed to debit my account which resulted to me owing Cell C. After passing my security check I checked with the agent and a case was lodged, still awaiting the outcome, if it will ever come.

My questions to Cell C:

Who has the right to change the customer’s account settings?

Why my phone was not blocked up until I question the negative on my account and changes on my security checks.?

Why I was allowed to upgrade while I am owing?

Why after making arrangements to settle the debt, you continue to block my phone even though I had a clean bill with you for 7 years until you fiddle with my account?

Why I have not received any feedback on my queries lodged with you.

I’m very frustrated since Friday 4 November until now, my phone is still blocked because of their incompetence agent. I had business stakeholders to meet on Friday and Other errands that required my attention over the weekend but all in vain because of *********** and indecisiveness of managers.

Must I still continue with Cell C, please advise?