Device upgrade

A sales consultant contacted me on 10/12/2020 enquiring whether I would be interested in upgrading the device on one of my numbers on my account I***-6, which I did. She stated that the order is confirmed and that a copy of the contract would be emailed to me and the device sent by courier. Besides receiving an sms noting that a quotation has been generated (***7), I have received no further correspondence, or notification that the phone has been delivered.

15/12/2020 - contacted the upgrade center to query the matter - was advised by the consultant that as my account was on the old system they would need to get someone else to phone me - nothing 17/12/2020 - contacted the upgrade center again - was advised that confirmations still need to contact me to confirm the order (despite the sales consultant concluding the upgrade) and they would get them to phone me – nothing 20/12/2020 – sent mail to customer care – Nosiphiwo called shortly after advising that she would put me through to upgrades – on being put through, they again stated that as my account was on the old system they would need to get someone else to phone me – nothing 20/12/2020 – advised Nosiphiwo of the situation - she advised by return mail that she has escalated query to back office with ref no S4-B9G22-2LELS – still nothing.

I would not like to cancel an account that is in excess of 23 years old (as honestly it just too much of a schlep), but there again, it would appear as if long standing loyalty to a company makes no difference.