Going around in circles with no solutions

I hate complaining because we all can make mistakes and have times in our business that are not always in our control, but I have now reached that point. At first Cell C would not give me an upgrade. A couple of months later I was contacted to be told I have now qualified for an upgrade. It is now approximately a month and I have still not received my phone. Phoning 084145, you get transferred to Deliveries and the phone never gets answered. As an alternative solution, you can email customer service. I have done that several times and have still not been answered. I have received several SMS's asking whether my query has been resolved and I have confirmed NO each time. We are still going around in circles and no closer to receiving my new phone. I won't even get started how my mother has been treated after my father passed away!