Incorrect order

Where should I begin? Initially, I signed up for a new cell phone line with Cell C, and it was Heather who told me about the double deal. At first, I hesitated to go for it, but after my conversation with her, I reconsidered and decided to take advantage of the offer. I immediately called back to speak with Heather again (not long after placing the order), and she promptly updated my initial order to the double deal.

In summary, the order was delivered, and after signing for it, I opened the courier's packaging (not the phone's packaging) only to find a single device inside. I then contacted the follow-up team and spoke with Robyn, a very helpful lady. She advised me to reach out to the salesperson, Heather, who assisted me with the sign-up. If I couldn't resolve the issue with Heather, Robyn told me to call her back so they could arrange a courier pickup as soon as possible and ensure I received the double deal as I had originally ordered.

I followed through with Robyn's advice and spoke with Heather, who then contacted the confirmation team. They assured me they would arrange the pickup. However, a week has passed, and there has been no communication from the courier service. Last week, Heather called me and informed me that they were pushing the couriers to collect the device promptly so they could process the double deal immediately after the collection. She mentioned that her team leader was aware of the issue as well.

Last Friday, I decided to follow up once more and spoke with Robyn again. She was, once again, incredibly helpful. After checking the system, Robyn noticed that no collection request had been submitted to the couriers. She promptly initiated the collection request from her end and provided me with the reference number.

I want to clarify that my intention here is not solely to complain. I must credit the agents who assisted me, and it would be unfair to give them a one-star rating when they have been making efforts to help. However, it's essential to mention that I had to proactively reach out each time to follow up on this matter, with the exception of one call from Heather. I received calls from Cell C, but they were mainly to promote additional services, and none of them were related to this issue.

It has now been a week, heading into the second week, and I still haven't received any communication today. Can I please receive an update on this matter, and could you kindly escalate it? Speaking from my experience working in the tech team in a customer service industry, I believe it's always better to be proactive rather than reactive to avoid customers resorting to online platforms like this.

I would greatly appreciate it if someone higher up could give me a call. I'd like to resolve this matter and move forward. Please reach out to me as soon as possible.