Poor customer experience

Please note I am very disappointed at the level of service I have received from you. I initially app**** for an upgrade online and only received an sms over 2weeks ago stating that I was pre-approved however there was no stock for the Huawei P20 phone. I will not attempt to call you again due to the fact that I have to hold the line nothing less that 20mins to speak to your consultants, whom at the end of the interaction I am not satisfied with their competence. I spoke to Tshepang yesterday the 02/05/2018 when I called in to follow up on an upgrade I did ( ********** 277) on 17/04/2018 with Phindile Fakude who was supposedly to call me back the next morning to confirm the colour of the devise and to date has not. Tshepang advised there was no order or upgrade done on the interaction as he could not trace anything on the system only the change of debit date. I fail to understand how I can be on a call that long including the initial hold time of 27mins (duration of call 46mins 56sec made at 16h20) and be put under the assumption that my query was attended to only to be advised that the call was nile and a waste of my time. It is proof that not only Phindile takes their job for granted but u keep sending me smss to rate the service of the consultants as if you care to improve your services and none of it has obviously been taken to consideration because I have not received any feedback based on that either. Can someone please explain to me how this is possible, because I have never in my entire life experienced such appalling service! On that note I am so willing to cancel my contract with you including ( ********** 092 data contract as I was advised it was a month to month). I would rather pay more with another provider for peace of mind.