UPGRADE NOT ACTIVATED

On 7 November 2018 I did an online SIM only upgrade. The upgrade was not activated in December 2018 so I contacted the call centre in January 2019 and was told that it was a downgrade and it would definitely happen at the end of February 2019.

It is now 01 March and the upgrade has still not been activated. I have just spoken to Nicoleen at the Call Centre and when she looked on the system the activation has been held up due to me not receiving the SIM Card as the driver was held up.

Firstly I did receive and sign for the SIM Card as I did my sons upgrade at the same time. I remember the SIMs being delivered one day apart and even commenting to the driver about a waste of petrol and time.

I would like to know why firstly I was given the wrong information on the phone when I called the Call Centre in January and secondly the reason for downgrading was to save money, which I haven't done so far. I would like this matter sorted out very quickly and I would also like a rebate as this was not my error.