Disappointing online customer service

I app**** for a phone contract through Cellucity online. I have been waiting for 6 weeks now and the only feedback I ever got was when I phoned them. That in itself is easier said than done, as their lines are always busy and their voicemail box full, so that you cannot even leave a message. When I enquired about the progress the answer went as follows: when I phoned on a Monday I was told it would be finalised by the end of the week. When I phoned on a Friday I was told definitely next week and so on an so forth… I understand that they have to wait for the relevant phone to become available, but rather tell me you don’t have the phone and not that the system is showing the phone has arrived and just have to go through a few more steps or something along those lines. I cannot speak to their customer service in-store, but this was my experience online. The one thing that I can say is that the consultants were always very friendly.🤦🏻♀️