Upgrade issue.

I did an upgrade on black Friday and got the confirmation SMS saying it was approved and from the courier, company saying that the device would be delivered. For me to follow up with Cell C three weeks later asking where the upgrade was? Somehow the courier company said there was a problem with my address and the device was 'returned to sender' and the upgrade was canceled. The courier company nor Cell C contacted me to say there was an issue. Got the run around from Cell C customer service for over an hour, where they finally just put me on hold for over 30 minutes until I cut the call. No one could assist me in resolving the problem and said I should apply for a new upgrade, but I would not receive the same deal. How is this my fault and why can't I get the deal if it was a problem on their end?