Poor Customer Service

My 80 year old mother upgraded her cellphone contract prior to the expiry date as a result of telephonic communication with the call centre. An additional data contract was also included.The package was delivered promptly to her on 19 February 2019. A couple of days later she realized that the phone and the agreement was not what was presented to her telephonically. She subsequently contacted Cell C around 25/02/2019 and requested that the upgrade be cancelled. The request was agreed to and she was informed that an order will be placed to have the phone and the sim cards collected. Sadly, to date this has not happened despite multiple phone calls to the customer service, yet she is being billed monthly. Every time she called customer service, she was assured that the phone will be collected. Every time NOTHING happened. On 29/04/19 she was advised by yet another Cell C employee to take to phone to her nearest Cell C outlet to have the phone returned as the contract will only be cancelled on receipt of the phone. I personally took the phone to Cell C Ladysmith but I was told that the phone must be returned through arrangements with customer services' CCD section. The store manager named Shaun was very helpful and offered to call the customer service on her behalf. The call was only answered after 40 minutes and was redirected to another person. This call got disconnected and we waited another 10 minutes for someone to answer. This person informed him that there was NO record of a request to cancel the upgrade!! Therefore, it would be much appreciated if someone at Cell C can step up and attend to this appalling situation which is causing an 80 year old undue stress and frustration. Your customer's name is Mrs MPM Odendaal and she can be contacted on ********** 704.