Upgrade gone wrong

I processed an Upgrade with an Retention Agent on the 6th May. After clearly stating that the phone in question S22 come with free ear buds as per advert and that i could also add the Samsung watch to the deal. The upgrade was processed. On the Monday 8th may the phone was delivered only to find there is no watch or ear buds. I then called in to the call centre only to be told that the upgrade was only done with the phone. I then asked the agent to cancel the upgrade and collect the phone so that i can re-do the upgrade with the correct device. I was then given the run around for over 3hrs between different teams to arrange for the phone to be collected. Eventually on Tuesday the 9th and agent had a clue of what was needed and logged the case for the phone to be collected on the 10th May. I was then advised to wait 24hpours before calling in again to confirm the upgrade has been reversed. On the 11th i received a msg that the OBF was approved. On the 12th i called in to the agent who then advised that the the reversal still has not be done and logged a case. I then called in on the 15th around 9am and again the agent said that the case is still pending and cannot advise when the reversal will be done and i must just wait.

As a client that has 3 lines with cellc that spans over 10years this is the customer service you deliver. Further to this when the agent read out the terms and conditions there is a 5 day waiting period in the event i did not want the upgrade, however when checked the Upgrade was active from the 6th May, this in itself Cell C is in breach. i am still currently awaitin the upgrade to be reveresed. The service that the agents provide is pathetic to say, most of them dont have a clue what the client is requesting and they give excuses and cannot give the customer proper feedback, there is also no escalation path and as a customer you must sit and wait for CellC f#ck ups.

i hope the execs read this case and respond!!