Cell C
Upgrade request Nov 2013 -Instead new Contract

After numerous calls from Cell C call centre agents to advise me that I am due for an upgrade I decided to upgrade telephonically. Everything went well and during the call I continuously asked the call centre agent if this is an upgrade and not a new contract and that I will keep the same number. This was confirmed at all times. Well! I was issued with a new contract! I am paying for two contracts now!
Upon receipt of the new handset and new sim, I phoned the call centre and asked about it and i was told not to use the sim as the upgrade will take place on the existing number. It is now March2013 and I have been paying for two contracts. My phone is not upgraded which I requested and I am not using the new sim card. So all the minutes and free sms's is unused for the past 3 months. Today I phoned the call centre again and asked them to call me back. Its been 3hours and no response. If I stop the Debit order then they cutt off the service, which is not going to bother me, as I am not using the simcard. But what happens to my money that was taken from my account for their mistake? What happens to the sms's and airtime that was not used? I really need an urgent response.

Company: Cell C
Country: South Africa
City: Call centre 084 145

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