Prepaid Airtime removed by Cell C - erronously

<p>I have am a loyal client to Cell C for 11 years. They never had to wait on my money. My Contract had to be upgraded on the 1 October 2016, of which i advised the Call Centre assistant Nadia I dont want to upgrade but want to rather cancel. She convinced me different and said why dont i take the option of 1G data @ R69.00. I thought that to be great. She then said to me the change can only be done on 30 September2016. She will note it and will let me know. She also advised me that all free minutes and sms and data that was on will be removed because it will be treated as a new contract. I said i do understand i can see i do have a lot of free minutes. On the 28th September i put prepaid airtime of R150.00 on my phone....for this amount i received data for about 400 mb. I had to repay Emergency airtime of R50.00 of which they take of R51.00 and left me with R99.00 airtime. Nadia then contacted me on the 29 September 2016 advising me she wont be at work on the 30 September 2016 to do the change, so she would like to continue with the change and again said that the data and minutes will be removed. She then said ok i must switch my phone off and within 15 minutes i can go back on the phone and changes will be made. After 15 minutes i saw that that my prepaid airtime was also removed. i called the call center back and tried to speak with Nadia with was not obtainable. i asked if they could see on the history on my number what has been done. I spoke to a Longelihle who also explained to me but i have forfeited all extra data and airtime because it iss a new package. I said to her i do understand i forfeited the free minutes and sms, but i put this prepaid amount on on the 28th September 2016 it did not form part of my package it is my own airtime. She went through to her supervisor who advised her that the can see that the airtime was erronously removed and will have it put back on my account with in 48 hrs. A day after 48 hrs i phoned the call center again and Donald assisted me...i explained the whole senario again to him i asked if there were any history on my previous conversations. Donald then went also to his supervisor who advised him i have forfeited my airtime. i said to Donald i am not accepting this, Longelihle said that it was error from them therefore i said i would like to speak to the Supervisor. Donald transfered me to the supervisor...She answers the phone with an attitude i am not in the mood for this...saying Supervisor speaking...i said Supervisor speaking what is your name...she then said I am Ntombi...I said Ntombi did Donald give you the senario so she said to explain again...she said i have forfeited it i then got very upset and said no how can you just take someones money it had nothing to do with the contract it was prepaid money. I then said that i will go to Hello Peter and report them. She then said that she see that it is at the back office and will get them to speed it up. The following day Octavia came back to me from the Billing department...she then said that i have forfeited the airtime they listened to the telephone conversations, i said to her i did say yes for the free minutes not for the prepaid airtime i have put on the 28th September my prepaid amount had nothing to do with the contract. She did not wont to listen and I said let me explain to you...I have accomadated you guys(cellC) to allow you to do the changes before the end of the month, but you can not accommadate me by giving my airtime back...not Cell C's airtime. Octavia then realised and said to me ok they will put R100.00 airtime back on to my phone. I gave them another day and had to phone again i then spoke to Princess...Princess said to me it is in the back office they have urged them to continue with giving me my airtime back. Well still nothing. The fact is that they ask you for a rating after the call i gave a good rating because the call centre assitant convince you that it is done, it is a false rating that is given. They should ask for a rating only once the query has been solved .This is now 16 days after speaking to the first call centre operator, Supervisor and Billing department. When am i getting my Airtime back.</p>