No delivery of phone

In Sept I app**** for an upgrade via the online shop. Completed everything and I received no confirmation of the transaction. Days later I contacted the call centre to find out why I haven’t received any feedback, spoke to a guy named Ernest Mgoma and said he’d help me with the upgrade. He then said to me the upgrade was successful and I received an sms to confirm that. He also said my will take 5 to 10 days to be delivered. It’s now 3 Oct and I still have not received my phone. I’ve called the call centre countless times and they themselves don’t know where the phone is. The courier company have not received it even. I keep being promised Ernest will call me by that has not happened.

It already takes such a long time to talk to a call agent and it’s even worse when my issue is not resolved each time. This experience is really frustrating.