CellC upgrade service

On the 8th of August I visited CellC Goldfields mall, I arrived at 12 and received poor customer service. I was only helped at 12:45. The person who served me was in a hurry as it was almost 13h00, the closing time of the shop. The person had many excuses as to why the contract cannot be set up. She did show us the Samsung Galaxy S20+ and the Samsung Galaxy watch Active 2 deal in the booklet and said she will order it right away and a contract will be sent to me via email. On Monday the 10th of August, I still did not a receive any email containing the contract that was promised to be emailed to me. My wife called Tuesday morning and due to load shedding, was not helped, they never called us back. We then called again on the 15th to find out that the order of the galaxy S20+ and the active watch was delivered at CellC Goldfields mall. I was then informed about the new “2 month policy”, which stated that I am not liable for an upgrade anymore since we changed from Pinnacle 1GB to pinnacle 2GB without a device, during March. This was not intended or communicated as an upgrade but rather a retention of the contract with better benefits. I am not happy about this, because if the contract was set up in good time, as promised, this would not have been a problem. I called customer service and was assisted in resolving the upgrade issue, however it seems that it is too late now as the promotion has now ended. If I was given proper attention and customer service on the 8thof August, the upgrade could have been completed in good time before the promotion ended. I am disappointed and it is my wish that we should still get the promotional deal, given that we requested the upgrade on the 8th before the promotion ended. On the 8th of August everything was confirmed in order relating to the upgrade and the promotion as it stood for the Samsung galaxy S20+ and the Active 2 watch. I am also disappointed in the poor customer service we received the multiple times we called CellC Goldfields mall with regards to this problem, no one bothered to call to let me know that the phone and the watch has arrived or to enlighten me about the new 2 month policy, I only discovered this when I called on the 15th of August. I sincerely hope that CellC will do everything in their ability to resolve this matter, and that the promotion will still be granted.