Poor Customer Service

I upgraded my contract with Cell C and received the wrong phone on the 6/10/2022. The very same day I called to return the phone so that I could upgrade with the correct phone. I was told that I could only do that once the phone I received is returned. I was told that a courier will be sent to pick up the phone. To date no courier was sent. I called their call centre and you wait for more than an hour and no one takes your call. I also sent emails to their customer service as advised by them, the response is automated indicating that a consultant will respond within 24/48 hours. To date no one called. Today I get an SMS indicating that my contract has been upgraded. How is that when you call upgrades or sales your call is answered within a few seconds but for aftersales service one has to hold on for more than 1 hour and still no one answers?...even emails are ignored! Cell C needs to beef up its after sales service!