Cell C: customer retention or customer attrition?

Upgraded my contract on the 1st of Feb with Lerato Mahasha at the customer retention and upgrades call center. A week later no feedback no phone. So I logged a complaint. She phoned back said she didn't have an email address for me. Although they email my statements every month for the past 2 years. She got the email and promised to send an email and the phone. Still waiting. Logged another complain. She phoned back with more excuses and made more promises. Still waiting. No phone and the upgrade hasn't been logged.