Bad service from Vodacom

My mother did an upgrade online with Vodacom. They did send the phone to me but did not add my info on the box so now we are struggling to get the phone from RAM Hand to hand Couriers. Every time we phone Vodacom to sort it out with them and to get the email the couriers request they tell us they are sending the email but they don't. They also put the phone a several times down in my mother's ear. I am very sorry but that is not how things are done. I am very upset with them. I am also waiting for my phone a several days now and Vodacom do not care.