Bad customer service, no ownership of query

I received a call from rewardsco on 21 August 2024, the informed me I was due for an upgrade.

Agent mailed me confirmation of new contract, mail also stated to look out for contact from courier.

10 days later, no contact, called rewards Co, only to be told I need to go into branch.

I then requested to speak with the agent who contacted me the first time, apparently he was busy and I was told told to expect a callback.

There was no mention of me going into a branch at any point on my initial call, agent told me to expect delivery within 3-10 business days.

Agent name Lungelo Thabethe, employee ID 12006

12 September now and no contact