Otherwise good service undone by mismanagement of upgrade application

I'm only a month away from completing the first 24 months of my contract with cell c. I must admit they gave me the best deal and after sales service throughout this time, except for one incidence in which they charged me heavy penalties for a missed debit order due to my salary being paid late, despite my making EFT payments in less than a week later. I am still unhappy with the fact that they refused to change the method of payment from debit order to EFT thereafter. Nevertheless, Compared with what I've experienced elsewhere, they stand recommended everyday.

Not withstanding my recommendation, their behaviour last month leaves plenty to be desired. I understand that the lockdown has negatively impacted their efficiency somewhat, but I believe the situation could be handled better.

I app**** for an upgrade on the 5th of May. I was advised that the device I wanted was out of stock. I accepted the alternative device offered. However, when I made a follow up about the delivery, I was informed that it was also out of stock. A third alternative was offered, which I also ordered. I have just learnt today that this device was also out of stock at the time it was offered, despite the fact that I was promised a delivery of the device within exactly three days.

When this promise was not honoured, I cancelled the application. It didn't help to wait too long for a device that wasn't even my fifth option, just taken because it was available. I was told the cancellation would take 2 days to process. This was on the 12th. Since then, I have made 4 phone calls to their cell c, where I have been told the cancellation is yet to be processed, and therefore I cant apply for an upgrade. On two of these occasions, the call centre agents sent emails to the department handling the cancellation asking them to process the cancellation. None of these calls were heeded, I learnt today.

It shouldn't be necessary for one to write a negative review before a simple thing as this is addressed. Indeed, I have waited roughly three weeks for the cancellation to be processed, and write this review to ask cell c's retentions department to do their work so that I can proceed with my upgrade application.