got contacted by a telkom agent about the delivery of my device no reference or a tracking number

good day on Wednesday i received a call from this number +27 87 ********** this lady told me that RAM Couriers came to collect my Samsung Note 9 that is on a free me 1GIG she verified everything even my address where the device should be delivered . The thing is they did not give me any reference number or a tracking number I tried calling telkom 10213 I was on the line for 3 hours no response I sent them mails and what makes matters worse they are quick to call if you complete an application form online but when you need their assistance they can't deliver they simply don't care about their customers I am truely disappointed in services