Poor service and empty promises by cell c direct

Good day since thabisile called me last week Tuesday giving me a new reference number nd saying that they wil come and collect the phone even today I'm still waiting because the phone get even get ****** in the house or something and I also have plans for the money that dey debited in my account so the sooner they collect their phone and refund me the better, and she said that there's no need for me to contact them bt they fail to contact me and take their phone