Confusion as to the status of my upgrade and Vodacom not cimmunicating

I have upgrade online on the 27th of August, got a quote number/reference and completed the upgrade through sms by confirming the upgrade, then heard nothing. Another upgrade different number did 2 days later has gone through no issues but on the first one deadly silence. After emails and almost hour and a half on the phone being sent from one department to the other I still have no resolution. Eventually spoke to four different departments and got three different answers, i.e. Shipment cancelled the upgrade, phone is discontinued, upgrade is pending not cancelled. I eventually asked for my query to be escalated in order to get this resolved and my upgrade progressing. This is now 3 days after the escalation and not a single attempt from Vodacom to get in touch with me.