Very unhappy Cellc customer

I wish to put forward a formal complaint to Cellc. In July 2021 I received a phone call from Cellc to say that my contracts term is finished and asked if I would like to upgrade. I told him that I do not want to upgrade at the time, my device was still in a good condition and I was happy for the contract to become a prepaid contract, until I was ready to upgrade again... The gentleman on the line explained that he can activate a month to month contract, only upgrading my sim card, then I can at ANY time come and upgrade my device. I made it very clear that I do not want to enter into a new 24month contract. He assured me it wasn't and stated that, "If i don't pay, then I don't get the benefits" Based on this discussion, I decided to do the sim only upgrade to the Pinnicle 10GB. My device was recently ******. So I called Cellc upgrades department, If i am not mistaken, it was the 21st January. She told me that she sees a contract, I told her that I am under the impression that it is month to month, she agreed and we proceeded with a full upgrade, to the CAT S62 pro, I got the different package options, and prices, and decided to go for the 24 month, pinnicle 10GB for R1669. I still made sure that there was stock availability, she checked and confirmed that it will take 3-7 days for the phone to be delivered. We went through all the terms and conditions, an hour later, the deal was done. A week later I followed up, I was advised that the upgrade was never done, but that I could do it quickly if I wanted to... I asked how on earth it was possible for my whole conversation to be gone and no upgrade done... Lady couldn't answer me, I asked to speak to management, she hung up the call.

I went in to Cellc Heiderand, I explained my whole situation to Alfonso. He was very helpful and immediately called in to explain the situation, the person on the call said that they are aware of this system error and that he should send the request for the sim only upgrades months to be made zero so that the upgrade could be done. We typed out the request and sent it through. They advised us that this would take up to 48 hours. 02/02/2022 reference *** Nothing was done a week later, I called everyday for the system to be checked and was advised that it was not yet done.

I went into Cellc again a week later, assisted by Martha, very helpful, she called in and was advised that I could not upgrade because this was now a 24month contract that I was bound to and should i wish to upgrade, I would need to settle the entire contract... I will not accept that I was forcefully put into a 24 month contract, when I clearly stated that is not what I wanted. I hereby put forward a formal request for the voice recording where I authorized this contract that I am now bound to. Furthermore, I will be holding Cellc to the promise made that I would be able to upgrade at any point in time. I wish to add a device to the existing sim upgrade. Please can I have an update on this matter at soonest. I sent this through on the 8th of February to be looked into, to date my only update is that it has been sent through and that they will let me know if they hear anything. This is an urgent matter and to date has taken me more than a month to get resolved. I find this service from Cellc absolutely pathetic to say the least, I have 3 contracts with you for no less than 8 years a loyal customer and I am not happy.