Wrong upgrade done

On the 23rd of October 2018 I did a online upgrade request to pre-order the Huawei Mate 20 Pro on a smaller Freeme contract than what I am currently on. On the 1st of November I phone the call centre to ask when I will be getting my new phone. I was told that there was an error with the upgrade request and that it will be fixed and a new upgrade request will be processed. I got confirmation from the lady that the upgrade request was successful and that I can expect my phone around the 6th of November. On the 9th of November I went to a local Telkom shop to enquire if they can check on the system when I will be getting my new phone. They checked only to see that the order was open but that it was cancelled. The guy said that he will check with head office and phone me as soon as he has an answer. On the 10th I received word that he can't sort it out and that I must phone the call centre to sort it out. On the 12th I went to the other local Telkom shop where I have only received good service in the past and they checked on the system only to find out that a sim only upgrade was processed on the same package that I was on. The problem is that I didn't request a sim only upgrade. I requested a Huawei Mate 20 Pro phone on a lower contract. A dispute was logged and I was told that it will take 48 hours to get it sorted out since they will have to listen to the recordings but it has now been a week.