upgrade

I'm so enough with Cell C, I don't wanna lie. I'm due for the upgrade for my handset, I called in this morning to apply and was assisted by Kefilwe who promised to call me back and never did till I decided to call back. A friendly lady called by Palesa at customer service assisted me before transferring me to upgrades. Then a gentleman called Tebogo answered my call and was told that I cant upgrade coz there's a status against my name and I asked what does that mean and he says I'm being penalized for a contract phone I had in 2014 and was paid off. So my surprise is why is it appearing now if I've managed to upgrade 3 times already after 2014. so I have to call a certain number for that status to be removed. I wont do that, it shows inconsistence. I'm so disappointed I don't wanna lie. have a good mind of not upgrading my handset and telling everyone I know about this experience. this is so not fair. I just need someone to explain