Upgraded Processed But No Device

on the 28th of November i went to telkom in menlyn, to do an upgrade of my contract, when i got there i was helped with the upgrade but didn't receive the device due to credit vetting, on the 11th of December the credit vetting was resolved and approved, waited 2 days to get a call from the store so i can go pick up my new device but that call never came so i decide to call the sales department at telkom to find out what the hold up is all about.

So they tell me they see that I've upgraded to the IPhone X 256GB Silver and the device is 16 days old, and my bill for Jan will reflect that, but how i don't have the device! then they told me to take it up with the store, so i call the store and spoke to a lady called Victoria not so friendly, anyway this lady tells me that at her store if a device is not out of the store within 48hrs she sells it to another customer, so now the device is gone even though i was told by the consultant who did the upgrade that the device is reserved for me even showed me a list of booked devices.

The phone is no longer available now and their out of stock but i'm stuck with the IPhone X contract on my account and i was told i'll be billed for it.

Can someone please help me resolve this, Victoria made it clear these nothing she can do to help me, i need help i can't pay for a device that someone else is enjoying