False promises

I received a call on 6/10/2015 from 021 003 010 and advised that the call was from Cell C's Head Office. The person offered to upgrade my contract early and explained all their T's & C jargon and had all details of my current contract as well as my personal information. She advised that I would receive an email and sms confirming the upgrade and receive my new phone in 2 - 3 days. 3 days has since passed and i have not received any written confirmation nor the new phone I was promised. I contacted the customer service department today and spent 40 mins explaining the situation to 3 different people and having my call being transferred between departments with no-one being able to assist me. Surely someone can tell me when my phone is going to be delivered? Why make such promises and dont live up to it? It is highly frustrating dealing with the customer service department and having to go through all the voice prompts before speaking to someone who then asks you to provide information that you keyed in. Cell C needs to take responsibilty, as I was contacted to have my phone upgraded and expect this to be upheld