Worst Customer experience ever

Worst customer experience ever. I was supposed to renew my 24 months contract which included a new modem. On top of that the cell c sales rep checked if I qualified for a new cellphone and I did.

A week after my new cellphone was delivered but not the modem. Contacted cell c to find out about the renewal and new modem only to be told that my contract was no longer the original but downgraded. I've tried getting assistance from the call center as well as in store and no one can or will help me This is ridiculous and disheartening, even after being the network for seven years