Online upgrade poor service.

On Friday 8th October I spoke to an agent that did my "upgrade" the guy confirmed all my details including delivery details, sent me an OTP and said i would get a tracking number. Today when I call Telkom I was told there is no order placed for me and there is also no stock of the device I want when there was on the day I ordered. I need solutions to this unprofessional service ASAP absolutely pathetic.