upgrade to downgrade to loose customer

I have been with Cell C for many years but now I am soo tired of the pathetic service that I am in the process of terminating my contract with them. In August 2014 I had upgraded my contract to a Blackberry Z3 and again in 2016 I did another upgrade and this time to an iPhone 5s. The iPhone 5S was never captured as my upgrade. When I tried to upgrade again this month as I am due for my upgrade, I was told by 1 telesales consultant that there's a pending order and my upgrade cannot be done. When I phone back to query, then I am told that I can put my upgrade through. Then I get phoned back to say that there's a pending order. When it is checked- it is for the iPhone 5S which I am now wanting to upgrade. How can sales botch this up? As 1 consultant say that I can do my upgrade and another cannot as the iPhone is still a pending order from 2016??

this is utter BULL****. CELL C UPGRADES IS PATHETIC. Great way to actually loose long standing clients guys. Well done on ****ing me off enough to cancel all my contracts with you guys.