Top up vs open line, now its my problem?

I’m really exhausted of the back and forth with cell c. I have asked numerous times to have my contract switch from open-line to top-up. Its been a two month battle now and I regret upgrading with them ********** % . I have explained to them countless times, I send them inboxes on twitter, they tell me they will call back but they never ever do. I’m so frustrated and fed up. Please see below details in point form. Perhaps it will be easier to understand this way and a resolve will occur.

• 20 december 2018, I called in and tried to cancel my contract with cell c • I was transferred to cancellations department, I had explained my reasons to the lady who was assisted me and she then offered to assist me to upgrade rather than to cancel. • I agreed, regrettably so. • She asked me whether I wanted my package to be open line or top-up. I told her, top up please, as this is a phone im taking out for my 15 year sister. I top up would help me monitor the expense. She agreed. • She explained that my current contract only expires in March, so I will be paying the R199 that I have been paying until march but phone will still be delivered after 3-5 days. • I said okay • Deal closed. (Samsung A6 plus pinnacle 1GB – R370) • Awesome. • 21 Dec, new Phone was delivered, I was not home as I was informed it would take 3-5 working days. They turned back. • 24 Dec, phone was delivered again. I signed for it. Accepted package • Jan 25 – Im debited R450 – strange. But I think, maybe its because they gave me a new phone and these are extra charges for something and next month it will go back to the normal R200-250 that iv been paying. • Feb 25 – R450 debited again. Very strange, especially considering that its not yet March and the agreement was that new charges would take effect in march. Even so, the contract is meant to be under R400, I don’t understand why I’m being charged more? • Feb 27 – I send a DM on twitter, explaining my dilemma, I’m told someone will contact me. No one calls me. • March 01 – I ask for assistance again on twitter, they ask for my number, I provide it AGAIN, They say “will get back to you. Again, no one gets back to me. • March 03 – I ask AGAIN on twitter for assistance, they say they will get back to me. • March 04 – I finally get a call from Maropeng. I explain my dilemma to him. He explains that my contract is open line, im confused because 1. My new contract hasn’t come to effect as yet and my current one at the time has always been top up. When did that change? And 2. Even if the new contract was in effect, I had explicitly said I need it to be TOP UP! He says he will go through call records from when I upgraded and will inform me of the outcome • I agree • He calls after a few hours to tell me he has gone through all my calls and cannot find the call I made on the day of my upgrade. He asked me to give him alternate numbers I may have used on the day, I gave him all known numbers, even those I know for a fact were not used but gave him anyway (I know I used a landline from work on the day). He says he will get back to later in the day. • I wait • He doesn’t get back to me. • March 05 – I DM on twitter again, asking for feedback, im told Maropeng is busy with my issue and that there is a backlog, he will get back to me. • I ask why hasn’t he called me to tell me that? He made me wait for… nothing? • They say “we will communicate feedback when we have it. • I wait. No feedback, no call from Maropeng. • March 13 – I ask for feedback again, I’m told “sorry, we have sent a follow up” • March 18 – I receive a call from Maropeng but was unavailable to answer. He leaves a voice message, I could barely hear him. He’s speaking way too fast and the line is bad. I expect him to call again. • No call. • March 19- I explain to them on twitter that I had received a call and he left a message but am unsure about what he had said. • They respond and say “we have credited your cell c account with R549 as a goodwill gesture” • I ask what that means? • They say “will call you to explain” • No call. But im thinking, okay, why would any organization credit a consumer with anything unless they truly did make a mistake? So I take it that Cell c has seen the mistake and have resolved it and have also credited my account. Cool. Its settled. Life moves on. • March 25 – no money is debited from my account – weird – but then I remember that I have been credited with R549 so I’m chilled • April 8 – statement is sent to my email. I have a look, it says I owe R604 for the month of April. I check my contract details, I then get a text telling me R811 will be debited from my account in April. • Im still confused, I thought the matter was resolved? Why am I paying so much money? I go on twitter, explain my dilemma AGAIN. They ask for reference. I tell them I don’t have it, I’m told they have asked for a follow up and will be in touch. • I wait. No one calls • April 10 - I call and try to hear whats happening, I’m told the bill is so high because my contract is open line. I was so angry because I have asked so many times for this to be fixed. They told me “ok we will check call recordings” I told her Maropeng already did that and he says theres nothing on the system she then said “il escalate your matter to head office, it will take 48 hours” • How Is that supposed to help me?? • The people who have been handling my matter, twitter, hello peter, customer care, Maropeng, All of them are customers somewhere else. How would it make them feel if they got this sort of treatment? No resolve, no communication, no care, no interest? If anything, it doesn’t only make them look bad but it makes the brand itself look really unprofessional. • I honestly regret accepting her assistance with the upgrade because she literally messed it all up for me and have put me in a really unbearable financial position all because she cant differentiate between open line and top up • I don’t think that after this entire journey I have taken to have my issue solved that it would be fair for me to pay for someone else’s mistake. I tool the pinnacle 1GB package on top up for a reason, its what I can afford. R811 is something I cannot afford to pay and am not willing to pay for. • Please let this be the last time I write to cell c.