Bad customer service on cellphones in game polokwane

I app**** for a contract phone, they vetted me and approved me. I went back to the store with sms. I was vetted with iphone 12 and i was looking for 11, i don't know where did the get the instructions for 12. They lady said she's offline, she will cancel and do 11. I was called on the 01/05/2024 that they are canceling and never received any call from them, ever since sms says pending.