Unsatisfied loyal customer

I upgraded a week ago via online. Got a call and finalized the process. Phoned today to find out when I can expect my phone, only to be told the upgrade was cancelled for some reason. The customer care consultant resubmitted, but cannot tell me when I can expect the phone. Not sure if it will just be cancelled again. How do you expect to retain customers with this service?

Furthermore, I could hardly hear the consultant because of the social chatting in the background. Had to ask her to shut up her colleagues.