Inform you to upgrade, then leave you hanging

Another not so amazing experience with Cell C. My mother has 2 contracts with them, and the debit order gets deducted from my account. This has been the case for approximately 10 years. My mother was called on 5 December '25 regarding one of the contracts due for upgrade. We discussed this, and I advised her to call them back on 8 December to proceed with an upgrade. I was sent the new contract, had it signed and returned it the same day. My mother was informed that the contract needs to be returned and a copy of her ID and Proof of Residence should be available when the deliver the new phone on 10/12/2025. Since we reside in an area where couriers don't deliver, we had to arrange with someone central to receive the parcel. No word from Cell C, so the afternoon we call to find out what is happening, only to be told the phone cannot be dispatched as I did not approve a Debit Check or something. I asked them about it and they confirmed that the Debit Check did not go through due to a problem on their side. So they knew they were not sending the phone, and that this upgrade is obviously still pending, but they will rather leave it than communicate. I was told that the person handling the upgrade must resolve this. I then receive an email stating they couldn't get a hold of us (this is not strange, because the network was terrible) and " Your as her daughter we debit from your account we need your mom's ID, your ID and your prove of bank meaning a bank statement as the account holder" .

I responded with my utter disgust, there is a hold up due to Cell C's lack of communication and clear instruction of exactly what they require. I provided my mother's and my ID's and my confirmation of Banking Details as the email was ambiguous and since I am not the account holder, they don't need my bank statements. I requested that we please be informed if all is in order now and when the phone will be delivered, because we again have to arrange with people to be available for delivery.

I also mentioned in my email that I get the impression service is excellent when they can sign new contracts, but when it comes to rendering a service it lacks as usual. So all I asked was: 1. Confirm you now have everything needed to continue with the upgrade. 2. Please let us know when delivery will take place.

We are 2 hours shy of 24 Hours later, and absolutely no response and this is exactly my frustration with Cell C. Do you want to give us an upgrade now or not? If this is too much to ask, then no problem, I will gladly provide you with a cancellation. We are already down to only 2 contracts due to the service we are receiving, so cancelling another one and then definitely the last remaining one when that is due is not a problem for me.

Render the service if you want to, or don't, but either way, just communicate so we know what is going on.