Unsatisfactory Service Received

On the 12th February at I phoned the Call Centre for an upgrade sim swop. I was told I need to call back with the sim serial number, when I called back at 15:39 an agent answered the phone and it sounded like of the colleagues had cracked a joke in the background, after answering there was silence which sounded like the phone was put on mute, the next minute I was directed to rate the service I've received. I then phoned back 3rd time, I got through to Betty Mangoedi who took my details and said someone from the sim swop dept will call me back within 24hrs. This time I was admitted in hospital, today is the 16th, i have not received a call from Cell C. This happens after Cell C's CEO Mr Jose Dos Santos addressed my company at a conference and share just how he takes pride in his stuff. This is my 11th year on contract with Cell C and I'm utterly dissapointed with the service I've received to an extent that I'm considering cancelling my upgrate.