Extremely bad service

I don't know how to express the level of disappointment I'm feeling right now. After being advised by so many people never to take a contract with cell c I still went ahead and that was the biggest mistake of my life.

I reported my phone ****** of which I was given the excess fee amount which I paid without any hassles. We confirmed the delivery address by email so there couldn't have been any misunderstanding as opposed to a telephone communication. I advised the agent to have my phone delivered to cell festival mall. A week passes and there is no communication from cell c. Yesterday I decide to follow up as been long and I'm advised that my phone was delivered to Mafikeng Mall and I should wait another 5 to 7 days so they can have it delivered as if that was my fault. The agents are extremely rude and know nothing about customer service. Cell c was supposed to have this phone delivered ASAP not to telle to wait for 7 working days. How pathetic is that? I gave them the correct address but as always cell c had to mess it up and prove me right. I sent numerous emails to them yesterday trying to find out how my phone ended up at Mafikeng but no response from anyone. I'm going to the ombudsman of insurances today if this is not sorted out