Poor service from Management and consultants

I am unhappy with the service I'm currently receiving from Cell C. I received a cellphone upgrade (Huawei P Smart 2021 ) in the week of the 22nd of April 2021. I called in the next day to return the phone, because I was not happy with the features on the phone. Lerato the Supervisor failed to book the phone for collections on the 26th of April 2021 and a consultant booked the phone for collections on the 28th of April 2021. the phone was collected on the 29th of April 2021 and I received a sms in the morning of 30 April 2021. I immediately received a call from a consultant that same morning to assist me with another cellphone upgrade and he confirmed that he escalated the cancelation of the Huawei P Smart 2021. He then advised that I should receive the Samsung A32 early the following week. I called the upgrades department on the 3rd of May 2021, because I had not received a sms regarding the previous upgrade cancelation and the new upgrade. the consultant advised that there was no record of the call I received on the 30th of April 2021. she then raised a case for the cancelation, I was given a RMA number as well as a reference number and I was advised that I should receive a response in the next 24 - 48 working hours. I then called on the 4th of May for a follow up and the consultant advised that the cancelation was not done and he raised another case for the cancelation and I was given another reference number . I called again on the 5th of May 2021 and Themba, the consultant advised that the cancelation is in process and so far it had only been 16 hours from the 3rd f May 2021, because they count the 8 hours they work in a day. This so far is ridiculous for me, because I have waited for so long. I asked to speak to a manager in the cancelations department and the consultant as well as 3 other consultants hung up on me. I eventually spoke to Vusi, the manager at 12:30pm and advised him that I will report my complaint on Hellopeter and he advised that he will get the cancellation done in 2 hours and he will call me back in 2 hours. I didn't receive a call from him till I called him at 4:30pm and he advised that the cancelation was done, but he is waiting for the system to open so he can process the new upgrade. he confirmed that if I had to call back in the next few minutes a consultant would confirm the previous upgrade is canceled.

He then promised to call me back at 10am this morning ( 06 May 2021 ) to assist me with the new upgrade. I then called back and spoke to Zinzi at 5:10pm and she confirmed that the Huawei P Smart is still showing on my account and the previous upgrade was not canceled. It is now 12:30pm and I did not receive a call from anyone.

I have been their client from 2012 without fail and this is the service I receive from them, when it comes to resolving a matter.