unable to perform the simplest tasks

My mother has the option to upgrade on her contract with Autopage, however when she tried to, they did not have stock for the phone she requested. She was informed that the phone will be delivered the next week, and since she'd have to travel to collect it, she opted to phone first. When she did phone, they were unable to indicaye when the phone will be delivered and she eventually decided to stop the upgrade to try again later at the Cresta branch. As per her request she was informed that the upgrade has been stoped, however upon trying to upgrade again, the Cresta branch informed her that the upgrade has been made effective. Since this was not what was requested, she asked if she can cancel the contract, again she was told she has to wait to do that. The behaviour and lack of willingness to help from the employees from both branches was appalling. Whan we requested to speak with management we were denied even that.