Confused

I made an online application on the 06 August 18 and i received an automated response that an agent will be in touch within 24 hours. the ref number VNLEJJ. I did not receive the call until i phoned the call centre to check the status of my order. I spoke to Shannon on Monday, 20 August 2018 . She advised that she cannot get any status by the ref nor my ID number which she offered to make the online application herself and I agreed. We went through the process and an email came through with my name and my surname that the credit vetting was successful. Shannon, she cant place the order because my surname cannot be verified, which i find very strange as the email from vodacom with the credit status has my name and surname, my question, how did you get hold of my credit profile whilst vodacom has my surname incorrect in their system. Now, I need someone to give me a call to finalise my order please.