Bad customer experience in upgrade not yet fufilled

I submitted an online upgrade on the 26th of August and to date I am still waiting for the device (laptop and modem). When I called to follow up I was advised that the courier could not get hold of me so the order was sent back. I specifically provided an alternative contact number because this contract is not a voice contract and therefore the courier would not be able to contact me. I now get told I must wait for the device to be returned to Vodacom and from there it can be reissued. Please could someone at Vodacom intervene and assist me as the call centre just pushes you from one person to the next with no clear timeline on when this will be resolved.