6 hours to process upgrade

Friday 6 Feb I went in to do an early upgrade, I had already called the retentions dept & got authorisation (this took 1 hour). When at the branch apparently they had to call again. Yolanda held on for an hour before getting an answer, only to get passed to a different dept who had to process the upgrade for her. A further hour wait, no one answers the call centre phones or they pickup &drop the lines, so you start again!! She advised me to come back the next day, she would sort out & get everything ready. On Sat I return, only to find nothing has happened. Again she calls &holds on for hours for assistance, being passed from one to the next. After 3 &half hours I was fed up & still nowhere, leaving again without my upgrade/phone, with a promise that it will be sorted out on monday morn. At 11:00 this morn I called Yolanda on her pvt cell, as it is impossible to get through to store number, still nothing sorted out. She keeps telling that this has been escalated to her manager/superiors. Who are nowhere to be seen! This is an absolute disgrace! Has service become so bad in this country??This is pure arrogance!