Shocking service for upgrade

The worst upgrade service I have ever received from you guys!

App**** for my upgrade on the 24th July for a particular deal you were advertising. I followed up multiple times, for it to be confirmed and told they were still awaiting stock. Last follow up was 7 weeks after initiation of order, only to be told that my upgrade had been cancelled and a manager would call me to explain. No notifications were received, no phone calls from a manager were received. However, I still have the contract received a few minutes after the call (Agreement Number: ***). I then called back to resolve as I hadnt received a call from a manager and finally get through to an agent when I call through to resolve. Agent then explains that a number of people have been retrenched, people are working from home, and that when there is no stock the upgrade request automatically gets cancelled on their side. He then offers a different deal as the special i asked for originally (that got cancelled) is no longer available. To compensate he offers me 2 months no charge as well as extra data and minutes. The offer was clarified on the phone and accepted. My contract was then switched straight after the call and the new contract (2nd contract - Agreement Number: ***) received via email.

However, I still get billed on my original contract amount (before the first upgrade request) but with less data and minutes being received. AND still being billed (note it was supposed to be no charge for 2 months), and still no device and still no additional minutes or data!!!!

I have emailed twice to say I do not accept the new contract as it DOES NOT align to what was agreed to in the call. No answer received as yet, though I have confirmation both emails have been received and noted.

Now 3.5 weeks later I try phone to resolve as the emails are not being responded to and I finally manage to get through to an agent, only to be told neither of my upgrades reflect on the system and I am then told I need to be transferred to the Upgrades dept (who I thought I was speaking to, after going through the automated system for 30 minutes).

I now have not been able to get an agent on the line and have been on hold for more than 2 hours today in total. I have submitted my details twice for a call back but still no agent available or has yet been in contact. In addition, if i stay on hold too long the automated system kicks me off the call.

This has been shocking, shocking service from Cell C. I am a long term customer and have never defaulted on any payments. I cannot believe the lack of service. If you cannot deliver on the upgrade, due to the current economic circumstances, then just say so and revert me back to my original package.