Disheartened and dismayed at the appalling service at Cell C contracts upgrade dept

I see this mobile network has an average 1.43 star rating on this platform. I should have checked it before engaging further with Cell C. My contract is up for renewal/upgrade. In the final week of April 2022, I received a call on which they offered me an upgrade. I accept it by selecting the iPhone 13. I was told to expect it within 5 business days. After more than the 5 business days, the courier company came to deliver it to my new residential address, however they could not hand it over. They said they need a proof of address for an old residential address. The Cell C consultant who offered me the upgrade, failed to inform me that I must provide proof of address upon delivery, let alone failing to confirm my address details. Nonetheless, through several calls and branch visits, I updated my address to the new one. The delivery was again attempted and it failed because Cell C did not update Courier It with the new address. Courier It returned the device to Cell C upon where I learnt that the upgrade has been cancelled. I was told I need to go through the upgrade application process again. This is unprofessional and it is an inconvenience for me to do that. I requested their Complaints Dept. Turns out they do not have any. I was told to sent an email. 20 May 2022, I did so, requesting the reinstatement of the upgrade. More than 5 days later, there is no reply let alone a confirmation of receipt at the very least. The call center agents lack empathy. Only the fibre to home dept seems to be professional. It is disappointing to say the least.