Cannot do an upgrade on my number

I received a call that one of my numbers is due for an upgrade. At that stage I did not want to do an upgrade. In June 2018, I decided to do an upgrade on the number. I did the upgrade on-line. After the first on-line application, I received a reference number and an agent from Vodacom contacted me, took down all the relevant details, confirmed the upgrade and stated that the handset would be delivered in 2 to 7 working days. After receiving no handset, I followed up on the reference number and I was told the handset had been delivered. I asked for proof where I signed for a handset as you need to provide your ID and proof of address. I received no response from Vodacom. I then again app**** online to upgrade the number. I received a reference number but no agent contacted me. I eventually did a third application online, only to be told that I am on the "old system" (Yes I have had my contracts with Vodacom for years) and the system is offline. I tried phoning again, and eventually got through to a person who could access the old system and was told that the number was not due for an upgrade. I asked when the contract was upgraded to which I have received no response.