Lack of Urgency

One of the biggest mistakes to allow customers to upgrade via Summermobile. Outsourcing is a nightmare as the client ends up having to communicate with two parties who seem not too liase with each other. Since August 2020 I have had an issue of having a upgrade been done twice on my account. Now I'm stuck with a bill for two phones wheres as I only have one phone. Every month it's a struggle to get you to acknowledge the mess created. I don't know how you blame a customer where as you have agents who do upgrades. Your lack of feedback and sense of urgency is starting to affect my credit rating after so many years of being loyal. What's the next step now??? Demanding money for something I don't have....