Device not delivered - terrible service!

I have been due for an upgrade this month which I promptly did with Vodacom, went through the whole upgrade process, the new phone was ordered, I was given an order number but the device has not yet arrived. I then phoned to find out where the device is/was and I was told that it had been returned by the courier company who had apparently had *not been given my number* to contact me for delivery - this is absolute *******, I spoke to the courier company a few days ago *confirming* my contact number and *address*, yet the device was not delivered. After spending the entire afternoon with Vodacom's call center I am then told that the phone has been *returned* and I have to go through the ENTIRE upgrade process all over again in a few days after reversing this upgrade? Why? This service is absolutely disgusting. I don't care where the fault comes from whether it is the courier company making you look bad or Vodacom I simply want my upgrade as promised. Please sort this out!