Service? Communication? Ever heard these words Cell C?

I have been a loyal Cell C customer basically since their inception, despite intermittent bad customer service over the years. How much does one have to endure though? I called the customer care line 05 March 2020 in order to block my mobile device that I lost on 01 March 2020 which couldn’t be done because I didn’t have the IMEI number and I was told that the last time I said I used the phone which was 01 March 2020 didn’t correspond to what they had on the system. I was told to go look for the box and call back with the IMEI number. I was then asked "is there anything else I can help you with" ... I requested that my upgrade dates to be check on my 2 contracts that I have with Cell C. One of the numbers upgrade date I was told is only due for upgrade on 05 February 2021 which did not sound right to me. While on the phone with the agent I checked my last statement and it indicated that the number in question was on a month to month basis. The agent could not confirm that the information that I had was correct because the information on the system was different. I was then transferred to Retentions department, the agent who I spoke to then also said the contract expires on 05 February 2021. Upon my instance she double checked and advised that the mistake was on the system and she would update immediately to month to month as it should have been. I made an enquiry about getting a new mobile device on that contract that was a data package. She was very helpful and discussed various options in detail. I had then decided on taking the Pinnacle 2G package at R299.00 per month, we concluded the procedure for the upgrade and I was told that the phone could be delivered as early as Friday 06 March. On Wednesday 11 March 2020 I called the call centre to follow up on the delivery I was told that the upgrade was never done. I was transferred to Retentions, I checked with the agent and she also said that the upgrade wasn’t done and she doesn’t know why. On my insistence she checked up and picked up the request was done but it was declined due to the fact that I had a low credit score. I requested to speak to a manager, I was told I could speak to the team leader. The team leader explained that the request was done and rejected due to the scoring. I complained that I wasn’t told initially that is part of the process to begin with...I was under the impression that the deal was concluded and I was waiting for delivery. At no point was any communication received from their end. I acknowledged that there is an account that I have in bad standing however have a payment arrangement with them and stated the fact that my Cell C account has always been in good standing. I was then told to send a three month bank statement to *** and to mark the email for the team leader's attention which I did (he was even kind enough to spell it out for me). When I called the team leader to check that he received the email he says I should have used a capital R (really makes no sense) anyway I comply resend to retentions with a capital R - *** on 12 March 2020. On Mar 13th, I called for feedback but he was in a meeting and I left a message for him to return my call on my landline. Today 16 March 2020 I called for feedback, when I eventually get through to him, he says that they cant approve an upgrade for anything more than R400.00 a month, do I want to proceed. At this point I am even more confused as the initial amount for the contract that I wanted was R299.00. Too tired and frustrated I agree to have a consultant to call me back to do the upgrade. While he is making a note for a consultant to call me, I remark that I am not happy with the service I received as no communication was forthcoming from Cell C...I have to continually follow up and information given to me is not consistent. He says..."oh sorry I made a mistake" - the request was actually declined. I asked who asked for approval for R400.00 anyway? The whole credit scoring then reexplained to me. I reiterate that I understand what is been said but I am totally unhappy how this entire thing was handled and my biggest issue been the poor communication. I then said that due to this experience I feel like I should cancel both my contracts and change to a different network provider. Brian's response shocked me even further "would you like me to assist you with the cancellation of your contract?". Really!!!!!! If a "Team Leader" handles a customer so poorly, how can I expect anything different from your team members Brian? I then requested for a detailed account of this matter to be sent to me in writing. I did get a call back from him a short while later, saying that he expressed to someone that I am not happy with the service and that he isn't happy to send me a email like that ... and he was told to tell me that I should call the credit bureau. By this stage...I am emotionally drained and furious...all I could manage to reply is requesting that the email that I sent (13h38) today to *** is responded to. Not holding my breath for a favourable response or a response at all. 13 March 2020 after leaving a message for Brian to call me, I asked to be transferred to the customer care centre as now I have my IMEI number once I found my lost phone’s box. I requested for the device to be blocked, passed the security questions and provided the IMEI number. After this processing, waiting for a reference number…I am told…”sorry there is a problem with the system, I can’t block the device but I will escalate it”. It will take about two days to be resolved I am told, and the agent cant explain what the possible error could be that is preventing her from blocking the phone. Needless to say, today 16 March 2020 the device is not blocked and neither have I received feedback in this regard from Cell C. As exhausted and irritated you must be by having to have read this trail of events...imagine my frustration, exhaustion and irritation amplified to the umpteenth degree!