Being ****ed out of a cellphone

On the 2nd of November Sashalee from Mondo Mobile contacted my husband to inform him that he is now due for an upgrade on his Vodacom contract and that she would like to process it for him. My husband said that would be nice. She said that the upgrade was now processed and then asked which handset he would like. My husband asked for the Samsung Note 8. She said that that would fine and that he qualified for that phone on his contract. She then informed him that there was only gold colour is stock. My husband said he would take a gold one. Monday the 6th of November we received a package which contained some kind of software from Mondo. My husband called to enquire when he would be receiving his cell phone and they then informed him that he was not entitled to a cell phone. We demanded the recording of the phone call, but according to them we are not allowed to hear it. This is ***** in my book and we are opening ***** charges against the company and Sashalee.