Not delivering on their promises with my upgrade

My wife phone autopage sandton's sales department, and requested for a pre-order of the marble green samsung Galaxy S6 edge, she did this because that colour isn't readily available, she was assured by the sales person that the phone will be ordered and that she must just phone the friday before the upgrade date to make sure the phone has arrived and to supply the delivery address. On the 14th of Aug she did phone just to be told that there is no record of such a call and no such phone was ever pre ordered. To make matters worst instead of the call centre personnel resolving the problem or trying to assist they kept on transferring her, she asked for the complaints department, was told that there isn't a complaints department only customer service - what a joke, what service! she was then told she must speak to the people in midrand and was transferred once again the call was never answered and she came back to the same lady who promptly put the phone down in her ear. she then phoned the gezina branch, we managed to do the upgrade on saturday but now the sim card that we did a simswop on is still not working, we phoned twice the 16th but there was yet again no help from autopage.