bad customer service

TO WHOM IT MAY CONCERN I want to lodge a complaint on behalf of my mother AA Le Roux (84 years old) regarding her upgrade on her cell phone. On the 6 Jan 2016 , my mother received a sms from Cell C stating that the upgrade was successfully processed. Although she was due for an upgrade, she DID NOT do an upgrade on her number ***) From 6 Jan we've been trying to solve the problem. We made calls to the call centre on 15 Jan + 22 Jan + 25 January. After being put through from one department to the other, having to repeat the issue time and again and holding on for up to 30 minutes at a time, the problem has still not been solved. On 27 Jan 2016 I sent a long email with names we spoke to and ref numbers to Cell C explaining the issue. I received NO reply . After I contacted you (hellopeter) on 1 Feb 2016, cell c contacted me and promised that the problem will be solved. When we tried to upgrade on 22 April 2016 at Cell C in Vaal Mall (Vanderbijlpark) we found out that the problem was still NOT sorted out. The consultant tried to fix the problem with cell c, but with no success. I find this totally unacceptable and very bad service from Cell C. I would appreciate it if you can assist me regarding this matter. Kind Regards Elsa Healley ***