Pathetic service recieved

My mother, Audrey Maree whom had a existing contract with Glocell has opted to upgrade to a Igo phone. She has been convinced to rather cancel the Igo phone contract and upgrade to a Samsung J5. Glocell's courier services collected the Igo phone at her office. Rene Samson was contacted via email and she arranged the upgrade (which Audrey Maree should've received on the 15th of December) That was arranged telephonically with Rene. Audrey has not received the Samsung J5 up to date - After numerous calls at her cost speaking to Sipho, Shamielah they kept on telling Barend Maree her husband that René is not availible and there is no upgrade been requested. We decided to drive to the Glocell office in Cape Gate whereby a consultant acknowledged that a on the 11th of December a upgrade was requested. We constantly requested to speak to a manager who is never availible to take our calls. All the airtime, time and petrol wasted thus far has been to no avail. The call centre service is the worst I have ever come across. Does any manager do spot checks on calls? Does managers do any training with the call centre agents? Is Glocell making so much money that they can afford to brush customers aside? The service we received thus far is utterly appaling. I have never resulted to slandering a a name of a company, but with Glocell I especially created a log in for Hello Peter.