Backtracking on new contract and going radio silent

So my contract has come to a close as of 2 May 2020. I phoned the customer care on 9 May 2020 to get my line transferred to prepaid in order to port to another network. The assistant offered me a deal to stay on my Red Select line and to get a new iPhone 11 delivered if I stayed with them. She took all the delivery details and said that I'd be contacted by RAM to hand over the new phone.

I never heard anything so on 13 May i gave Vodacom a call again to check what was the hold up. I was told by another agent that the deal had been declined and the original agent would contact me to discuss this.

I phoned again on 18 May 2020 to once again follow up and was promised that the original agent would call me by 6pm that day. Once again I never heard anything.

I know that if I had been the one to reconsider taking the new contract and called to cancel - Vodacom would tell me that the contract was valid and tough luck. But now that its them, all is well.

I'm honestly so tired of their shoddy service. Either call me to confirm the next steps or allow me to walk away and find a better service provider...