Listen to what your client is asking. Bad service received

The consultant did not do what me as the client asked him to do: I did an upgrade of a contract that was successfully. Unfortunately the new phone was not available as it was out of stock. I then went on leave and at the vacation site is no cell phone connections as it is in the mountains. This morning I again phoned Cell C and all I asked the consultant was to send an email to person that handled and assisted me with the upgrade. And then the consultant said he will transfer my call. This is not what I asked him to do. I asked him to send an email! I asked to speak to his First Line Manager and at the end I were listening and hearing the office noises and telephone conversations in the background for longer than 3 minutes. I couldn't believe to what I was experiencing. Natalia Croucamp