Don't know what's going on with Vodacom

So I'm due for an upgrade and yesterday made use of the online upgrade option. First of all, it is absolutely shocking how bad a huge company like Vodacom's website is. I need to log in twice for some reason and when I selected the contract I want, it completely skipped the page where I choose the colour of the phone (on multiple attempts). Not wanting to struggle any longer, I just decided to stick with the default colour. After submitting my upgrade request, a message popped up that a consultant will contact me shortly. This never happened.

I did, however, receive a mail to say that my order has been placed successfully. On this mail it stated that the "RAM agents" will need to see a ID book, Smart ID Card or valid passport. So this morning I made sure I take my ID book with me to work. At 8.46am I received a mail from RAM stating that my parcel is out for delivery. However, in it was stated that I should have my ID Document as well as a proof of residence not older than three months ready. Now, I don't know a lot of people that carry their proofs of residence with them everywhere they go, so knowing this in advance, would have helped a lot. Why doesn't Vodacom let their customers know of these requirements in advance?

Not receiving the parcel yet by 12pm, I decided to track the delivery and found that the last "movement" was an instruction from Vodacom: "Incoming Email - Instructions - As per email from Travis Miller (Vodacom) please RTS the parcel as it is a ********** consignment". Now, I haven't heard anything from Vodacom as yet and am very curious as to what exactly this "********** consignment" is. I can, however, guarantee that if customer service to loyal, paying, customers of over ten years is of this little importance to Vodacom, then they obviously have too many customers. If there are any issues with the upgrade, I will cancel the upgrade and find myself another service provider as soon as all my contracts I currently have with Vodacom have reached their end dates.