Terrible phone service

I'm so tired of being transferred to cell c repair centre and waiting for them an entire hour to answer my call. They send an SMS to say my handset was OBF and I should call in to have it replaced. Nobody seems to be able to help me. What sick service this is to a customer being loyal for over the years. Why has their broken handset become my problem to call and wait forever for assistance. I feel like cancelling my contract with you people. I don't have my upgrade because it's stuck somewhere where they don't answer calls. Ridiculous and terrible. They don't answer their phones nor do they have the audacity to call the customer back and offering their services.

Help me or I will cancel my contracts with immediate effect.