Appalling service received - online upgrade

On the 4th of November 2017 I, unfortunately, upgraded my Vodacom contract online. The website clearly states "next day delivery". I received a call from Vodacom on the 5th of November which I could not take. Thinking it might have been Vodacom I phoned the sales call centre who confirmed that it was "Confirmations" who had phoned me and I requested that she request confirmations to phone me back. On Wednesday 8 November I received a call from Maseko who confirmed the details of my upgrade. I was told that I would receive my phone within 3-5 days. Up until this point I was happy with the service received.

On Tuesday the 14th of November I contacted the call centre to find out if they had perhaps shipped my phone and whether they could indicate by when it would be delivered. During this call I was informed that my upgrade is still awaiting confirmation. When I informed the operator that my order had already been confirmed I was told that there is some system error as my order should never have gone to confirmations????. I was told that I must wait for my, and other orders, to be manually uploaded at Vodacom head office. I indicated that I was not happy with this and I was put through to a lady by the name of Jennifer. She asked that I call her back in an hour because she was going to sort it out for me. I phoned her back and she said she was busy sorting it out and that she would phone back me in 10 minutes.

48 hours later I had still not received a return call and phoned again earlier today only to find out that Jennifer is now on leave. The story now is that my order is awaiting stock allocation or awaiting dispatch????

It has been 9 business days since submitting my order and despite Vodacom stating on their website "FREE next day delivery" I still do not have my phone, I re-itterate, this was not a new contract it was a straight forward upgrade to an existing contract. I also don't understand how a network provider does not send its clients sms updates regarding their orders(this is basic client relations). If I had not taken the time and effort to phone Vodacom my order would still be exactly where it was on the 5th of November 2017!!!

It really is terrible service that I have received and by reading all the other issues people have had with Vodacom Direct/Online I should have done my homework before electing to do it through them. My guess is the next excuse will be that there is no stock of my phone...