Inefficient service with the customer again having to do the run-around

Another negative review (ref *** / ***) New phone and sim card was delivered on 8 December by RAM Couriers. By then I have already decided to reverse this upgrade and cancel the contract. When signing up for the upgrade telephonically, I was told I have 15 working days within which to cancel/reverse this upgrade. Due to work commitments, I could only phone Vodacom Call Centre on 11 Dec at 11h05 on ***. Spoke to Siphephelo (who even spelt his name for me as I could not hear it properly), I told him about my decision to cancel/reverse the upgrade. He advised that he will put reversal note on the system as he can’t do it on his system at that time and Vodacom will be in contact with instructions/next steps. By 17 December, I have had no communication whatsoever from anyone at Vodacom with next steps, and I had to phone to find out status. On 17 December at 15h08, I phoned *** and spoke to Tracey, who put me through to the dept where Siphehelo works (***). Spoke to Vincenzo, who did security checks and advised he can't pick up anything on his side on my profile with regards to this reversal. Promptly I was just put through to another dept. Where I spoke to Tarryn, who again did security checks. Tarryn then told me that there is NO NOTICE on the system indicating my intention to cancel/reverse the upgrade!! She logged this notice on 17 December only, meaning I now have to wait ANOTHER 3-5 working days for phone and sim card to be collected. The problem with this is we are planning to go away 24-31 Dec, which means that I might miss out on this phone being collected before 24 Dec (previous experience with the "within 3-5 working days" always means the 5th day). So who is now going to be held to task for the customer not being available for the phone to be collected - not RAM, not Vodacom, but me as the customer. Even though, had Siphephelo logged the reversal on 11 December as he promised (oh and by the way, I have a copy of this call which I recorded too), would have meant that the phone and sim card would have been collected by now, or at the latest on Monday, 21 December (being the 5th working day). So what do I do now Vodacom? Do I cancel my plans to accommodate your inefficient service to ensure the phone is collected within the allotted time so that I as the customer is not going to be held liable for this contract which I cancelled within the legally stipulated time as is my right as a consumer? I even asked if I can go and deliver this phone and sim card somewhere myself, at my own expense, but apparently this is not allowed.