Disappointment

I was recently called by vodacom to upgrade as I had requested. The agent I spoke as sounded very confused and un-sure of the whole process he even asked me to confirm my ID number three times. I confirmed everything as I had done an upgrade over the phone previously. We went through the whole process and advised me that I would getting an SMS notification with a tracking number which I still have not received. It has been two weeks now and I still have not received my delivery and am unable to track it due to no tracking number. I have called vodacom numerious times with no luck. I have been redirected to different departments and some even telling me that they can't assist without a tracking number. I fail to understand why this is happening and my biggest worry is that I will not be available when they deliver the phone as will away for easter and coming three days after Easters. This is now my last resort as I have exhausted all the correct channels but still no delivery.