Cell C plays for time without actually responding

My original review was: I have been trying to get assistance via the online help system for almost two hours and I keep getting cut off when I am number 1 in queue. This has happened three times now. I called the call centre and was told that I cannot be helped in real time but that the issue has to be escalated to the correct team. I rated the agent as excellent, only to find out that the message relayed by the agent was incorrect as she obviously hadn't listened properly.

Cell C's response to my original complaint was a request to keep it private and since then nothing:

27 May 2020, 19:15 Good day Mike

That is definitely not the type of service we aspire to provide, please accept our sincerest apologies. Please private message us a brief description of your query. We would appreciate an opportunity to assist you.

^NT

My reply that was kept private as requested by Cell C:

27 May 2020, 19:49

Your upgrades department contacted me on 15 May 2020 and we went through the whole upgrade process. I was told delivery is between 3 to 7 days. Yesterday I dropped my current phone and cracked the back in several places and the front screen as well. I decided to follow up on the delivery process but I don't seem able to do that. After speaking to the agent who said I cannot follow up in real time and she would have to escalate the query, I get an sms telling me I am due for an upgrade. That's not what I wanted to hear as I had already gone through the long call citing terms and conditions etc. I then tried online but I got cut off three times when I finally got to number one in the queue. I then tried the website and got an automated reply saying that couriers are not working during lockdown. If that is the case, why would the upgrade agent state otherwise? All I want to get is an idea of when the phones would be delivered or should I arrange another phone in the meantime.

So playing for time Cell C