Urgent

I would like to pledge a complaint due to Cell C as I was charged a prorated fee which was not in the agreement when I upgraded and because cell c sent me benefits prior to my debit order I was "supposedly" liable and had to call to enquire on the fee, so I was assisted by a consultant by the name of Linda Ngwenya whom I thought would be of great assistance up until I requested for a supervisor and he told me even if I request a senior I will still be advised the same and put me on hold thinking I would be assisted by a supervisor only to find all Team leaders are in a meeting and there is not even one senior to assist which I think is unprofessional and apparently the team leader passed a message through the consultant to tell me when I saw the benefits I should've called to query but I fail to understand I'm a customer and need assistance why couldn't the team leader tell me directly unless Linda was not being honest but I'm unsatisfied cause I refuse to pay charges I didn't agree on as I asked to listen to my call when upgrading that was not explained to me and I'm told my account will be stopped and I won't use the benefits and I know I will be charged for the bounced debit order like it's my fault, I need this query dealt with as in yesterday if not I will escalate the matter higher