Out of stock or lazy?

My fiancé upgraded her contract at cell c for a new IPhone X on the 27November. The lady that helped her , checked if there are stock and told her there is and the phone are booked out for her. My fiancé told her that we are going to Durban and she said, then they will deliver it there on a Thursday the 29th or Friday 30th. Nothing!!! Staying at home, scared of missing the courier. She phoned again on Friday the 30th, and now the guy told her that there are no stock....really???? First there are stock allocated and then no stock. He said the stock are at customs and they are waiting for it. And now every week different stories. Now the told her she gave instruction for end of January to be upgraded. Please go and listen to your recordings!! She never said that. It’s been a month now when she upgraded and they don’t want to talk to her. She asked for a supervisor and they are All on leave??? She wrote on There Facebook page and they responded, ask her the number to investigate it.........and nothing . No phone call or email or even a sms. Seriously, She is a customer at cell c for years and that’s how she gets treated. Please can somebody help her or is this just a lost case....