Upgrade Gone Wrong

Elite Mobile called me early July to upgrade 2 of my Vodacom contracts, a top-up contract as well as a data contract. The salesperson did make a mistake by duplicating my top-up nr for both deals. They send me the 3G modem but no phone. On a few occasions, they said that they are waiting for stock on the phone. I only found out late July, that the salesperson duplicated my number, after I were accused that I gave the salesperson the wrong tel.nr. Ever since, I were promised on a few occasions, that the modem will be picked up, and the upgrade will be reversed. Candice did call me this morning and apologised, but also said I have to wait another 4 - 5 days. She also wont send me a e-mail to confirm the mistake from Elite mobiles side. What troubles me is that another person (no name) told me they still waiting to listen to the voice recording. Candice said that its done, she only send the e-mail to the wrong department. I do hope that it will be sorted a.s.a.p