Telkom delivery taking forever

My sister in law has 2 contracts with Telkom she wanted to surprise my wife with the upgrade so she did the upgrades via telephone on the 22/12/2021 they said it will take 3 to 5 days for the upgrade to be done after the 5 days she called Telkom a consultant by the name of Muhammed said that the phones has been dispatched and its with the couriers the tracking numbers were provided he said the phones should have been dispatched to her by Thursday already the same week the upgrades were approved she called the courier company they said they dnt have drivers it will take a day or 2 for it to be dispatched to her.... By my surprise she called the courier company today they said they never had the phones in their warehouse and she called Telkom they said they never dispatched the phones so what is actually happening what type of service is this and on top of the she wanted to surprise her tomorrow before the new year they told her she must wait until next week for the cell phones it's been 10 days almost 2 weeks she could've have gone to the store it would have been quicker but calling is more convenient and easier she was prepared to wait 5 days now it's been 2 weeks so they can just say next week no it's gonna take another week...... She has even thought about canceling everything and moving to a different service provider