Pathetic Customer Communication

I did an online application for a cellphone. Everything was approved until Debi Check was sent through I explained to the lady that my current account where my salary gets paid does not approve Debi Checks and can I please send my new banking details for the Debi Check Mandate to be sent as my salary will now be put into this account as of end of Feb 2024. She advised it can be done CCD Couriers sends me an email stating that I only need my ID book in order to verify that I am the client for me to get my phone on the day of delivery everything changes and I did not receive the phone due to the Debi Check agreement which I got advised I can only take the contract end of Feb. Why is the customer communication so pathetic? If this was the case declining my contract would have been much better instead of having the phone get to my work for it to be taken back.