Useless service - I am waiting for feedback for 9 business days. How is that possible?

I recently had an update for my contract phone and with my upgrade i took the 10 gig day/night contract for R139. This month i received a statement for R560 and when i queried my statement they told me that i had an open line, I requested for them to listen to my recording on 9 July because i was not told that it was an open line when i took this contract telephonically. I also told them that they need to resolve this issue before 20 July(my debit order date) I had to call them everytime I wanted feedback, and what's so funny is i posted on their website for them to contact me (Cell C) regarding my issue - and till this day no one has contacted me but when i requested for them to call me regarding a new contract i was phoned immediately. Yesterday i received a buss, yes one of your consultants buzzed me and left a note on your system that they could not get a hold of me? When i phoned back yesterday, i was told that my previous contract was an open line that is why this contract was also an open line? Cell C has very bad customer service and they are not discreet at all, all their consultants care about is making sales, till this day; 9 working days later i still dont know why i will be billed or what the outcome if, all i hear from the consultants when i contact them is they will contact me within two business days? How do i upgrade my contract but my terms and conditions was not read to me about the open account and i told the consultant who assisted me that i lost the previous contract sim card i even wanted to get a totally new sim and he told me about fees ect, YOUR CONSULTANTS WAS NOT DISCREET NOR OPEN ALL THEY CARE ABOUT IS MAKING SALES