just cancel don't upgrade EVER

On 12 December I went to clearwater mall to upgrade. They could not help me with the package I wanted as it was an online special. on 14 December I phoned and upgraded my contract as a Christmas gift for my mother in law. Yesterday 23 December I spoke to a lady of Cell c. She told me the agent NEVER placed my order and the warehouse is closed. She said she will call me back after speaking to clearwater mall but never did. I am extremely upset as this was suppose to be my mother in law's Christmas gift. Thank you Cell c for NOTHING!!!!!!!