Communication meltdown with Vodacom & RAM

I ordered an iPhone 11 Pro Max from Vodacom on Wednesday, 8th Jan 2020. The next day I get an SMS saying: "Dear Frederick Van Tonder! Our couriers have received your Vodacom order, and you can expect delivery with 72 work hours . To track your order K***, go to https://www.vodacom.co.za/vodacom/track-your-order" since then I have not received any communication at all. I called Vodacom directly who said that they have given the phone to the couriers and that I must call them. I called the couriers and they said that Vodacom still has the phone. What the hell is going on here???????? Now no one knows where the phone is. I expect an answer for this and for the complaint and resolution thereof to be escalated and sorted out ASAP or else I will cancel the order. The waybill number is: K***