Disappointing customer service

Myself and my husband both have contracts with intellicell. They actually called him for another contract as my daughter needs a new phone and we were quite happy the service we received over a year ago. After completing everything online nobody called, we then repeatedly filled out online for a call back. When the agent finally called after two weeks it was explained that the phone should be delivered in cape town as we are currently in kzn and my daughter in cape town and the agent said that she would call back with confirmation if it can be done that way. She never called back. Today another agent said that the debit order bounced and that we will have to wait another 6 months to apply for another contract. I checked the bankstatements and no where on there it shows unsuccessful debit order. No where was there even attempted to take money from the account so how can this agent say that it was unsuccessful. I spoke to another agent today right after my husband called and he was given this information a Tashwill somebody said he will call husband but he never did. We would like to be contacted by a manger as soon as possible. You state you love your customers i beg to differ.