Poor service at Westwood Mall Store

On Saturday 13 Aug, my parents and I went to CellC Westwood Mall in Durban. This was to upgrade 2 cell phones that my parents have. This contract has been active since 2012 and every 2 years my parents have always upgraded their phones together as the contract were taken on the same day. We get to the CellC store and a gentlemen named Sihile assisted, he then advised that only one phone can be upgraded as there are different upgrade dates. This confused us as this was not the case in any of the previous upgrades. He then proceeded to show us on the system the different dates, again we question why this is the case when we have always upgraded at the same time and the contract were initially taken on the same date from inception. Another CellC employee Vanessa then proceeded to provide her view. She was extremely rude, unwelcoming and started shouting at my parents and I saying we are at fault and we cannot blame CellC for our mistakes. We advised her that we are enquiring as to how the dates are different when we physically have come in to the store and upgraded on the same day, for both phones always. She continued to shout and raise her voice, mentioning that she has worked for Cellc for 10 years, however at no point did she display any customer service or centricity. Her voice echoed in the store, Sihle and the other employee Nolu, looked on with astonishment as Vanessa raged and disrespected my parents and I. She was so arrogant to the point that she told us we have no right to blame Cellc when we are wrong. It was at this point that i felt obligated to raise this with Cellc. Is this what customer service is? We merely enquired about the different upgrade dates, and we are yet to get a proper explanation. Furthermore the information on the system doesnt seem to updated, it is as if in the past 10 years whenever my parents have asked for information to be updated it doesnt get done. I would very much like for Cellc to take this seriously, this kind of bad customer service, has left us with a question in our minds- should we continue staying with Cellc? it has been 10 years and the poor service by Vanessa has tarnished our view of Cellc, she had no respect for customers, let alone older people when she spoke with such arrogance. Both Sihle and Nolu apologised afterwards, however it doesnt change what had happened. All we remember from our visit, is that Vanessa treated us badly! This needs to be addressed, so that other customers never experience the same!