Once again horrible ...

Once again horrible service still waiting on a call so Monday I called and asked for the upgrade to be reversed was told yes it has been done I will receive communication in 24 hours this morning I call again to find out whats happening now im being told they haven't received the router only the laptop why was I not told this before? The router was placed in the box still sealed whose problem does this become now? This is ridiculous so if I hadn't to have called then I would never have known!! Get your act together CELL C! I am fed up now and will take this to the ombudsman