So frustrated, I could spit!

I accepted an offer to upgrade my cellphone and was offered a power bank with the deal. Firstly the phone was finally delivered more that two weeks later, without the power bank. I could not get hold of Selldirect telephonically when the poor courier was trying to get on with his business and I finally accepted the phone without the power bank. I had a terribly frustrating time following up on my delivery in the first place which was "due to technical difficulty" with no apology, no phone call, no email to explain this. A week later I am none the wiser about the power bank (that I paid for up front). Seventeen phone calls later, where "logistics" either puts the phone down on me, or transfers me to "activations" or "marketing". I finally got hold of a human being that offers no apology except "I understand your frustration". She has no idea the level of my frustration!! And still no apology forthcoming. After holding on I was told "we have no stock of power banks and I will be refunded". So, what is wrong with my email address or my phone number to give me feedback? In the meantime I am expecting the courier anytime and I cannot move out of my office!! Imagine my distress when I found out that there was no courier forthcoming and no feedback from Selldirect. I then asked to speak to a senior person and the matter has been managed since. Why does it take a team leader to take over the job that the call centre is supposed to handle?? Why are these people not trained to give you service that blows your hair back? I am not concerned with their processes or technical difficulties!! I am concerned about getting my stuff that I have already paid for - or at least feedback about the status of my stuff. It is easy to make money, but it is a different thing to manage reputation. I am not certain whether I will ever deal with Selldirect again. Why Telkom not deal with issues themselves - their reputation is also on the line!!