Apple South Africa - iStore failure

I have enquired for a MacBook via Vodacom contract since the 1st of October 2021 it's been +-25 days later, sent everything they need to open a contract, I'm sending email almost every 72 hours, I have over 15 emails from them saying the issue has been escalated but no sign of them taking this serious, the reason I can't go to the Store is because of the way I feel and the pandemic thing I won't go in details as it's personal, but what I'm trying to say why do you open platforms that are not working and giving your customers false hope, truly not happy.