Upgrade Incompetence

I processed my upgrade online on the 1st of August for a Galaxy S21 FE. I was eligible for an early upgrade and did not need to pay in anything. The application was approved, I received my contract docs and told I would be contacted to arrange delivery.

I have not heard anything for 12 days so I contacted the call centre. I was told my application was approved but they couldn't do anything and referred me to DSV for delivery.

I contacted DSV and they could not pick up mt order on their system.

I called the call centre again and was told I needed to contact the sales department as I app**** online.

I contacted the sales department and was told my application was approved but nothing has been done because there is an issue with the colour selection. I chose the colour that was available when I did the applciation.

I was told to cancel this application and process a new one. I started the new application and now they want to charge me an early upgrade fee. This is unacceptable. I processed my application and it was approved for the device I wanted and the colour they were offering and there was no fee applicable. Now you have cancelled my application and want to charge me an early upgrade fee. No. You must honour the application I processed. You must fix your mistakes and fix your internal problems. Do not make this the customer's problem.

I need this resolved today. Making a customer wait 2 weeks with no feedback is extremely poor. You cannot treat customers this way.