No Delivery of goods

I upgraded my contract online on the 27/11/2017. Agent from the upgrade department advised that someone will contact me regarding delivery. On the 08/12/2017 I emailed the upgrade consultant Petunia Mohlale ********** ) querying when I can except to receive the phone. To date I have received no response from her.

I took out a LTE contract online on the 29/11/2017 and I already received the product on the 09/12/2017.

I called the sales department today, the sales consultant Mandisa assisted and was not very helpful and rude. My call took about 40 mins of wasted airtime as she put me on hold to call the courier company , only to be told that the courier company delivered on the 29/11/2017 and no one took delivery of the goods. Then I was told after she had spoken to them that no address was available for delivery and that the goods were returned to Telkom.

I was never contacted by anyone at the courier company and advised the sales agent, she then gave me another number 081 182 to contact upgrades department, as they are the only department that can dispatch the goods again. This is the same dept whom I emailed a week ago and received no feedback. from her.

Eventually I called the contracts dept and spoke to Cheryl Hlela who assisted by forwarding Petunia an email to contact me urgently. She also advised that I will be debited for the month.

How is it fair that I am a client of Telkom, yet I received such pathetic service. I have not received my cellphone yet & I am going to be debited for it. Some were along the lines someone messed up and no one wants to assist. It takes forever to get through to an agent and eventually when I do its a waste of time cause they cannot assist.

I also asked for this to be escalated to complaints or a manager. Cheryl advised that her manager Menzi Magubane will contact me before close of business today either via telephone or email........I am still waiting for feedback !

I do not understand how an upgrade can be messed up !!