IMCOMPETENT

I received a telephone call on 2/9/2015 informing me that I am due for upgrade. We had a telephonic conversation and a upgrade was done. I was informed the conversation is recorded. I was informed that on the same plan I have I can upgrade to a Sony Experia M4 Aqua. It will be R9 more than my monthly payment now and my tel. will be delivered on Friday 4/9/2015. A telephonic contract was accepted by both parties - Cell C and myself. On the Friday when i tried to enquire they informed me that no upgrade was lodged. I requested them to get the tel. conversation. It was then relayed to me that an outside agent did the upgrade. I informed them that they entered into an contract with me and should deliver as per our telephonic contractual agreement. Reference code *** for lodgment of complaint. Now they cannot give me the phone on the same contract and it will be almost R200 than my current instalment. For the past 2 weeks I have requested feedback of which I am informed that someone will call me. Nobody has called me. A contract was entered into and they must deliver according to our recorded conversation. Please help I am fed up with struggling to get feedback and my new phone