Lack of Communication or complete breakdown?

I received a notification from Vodacom that my current account is due for an "upgrade". I tried to contact Vodacom via their so-called "Virtual Assistant" but ended up with zero results after numerous attempts. Eventually a representative from Vodacom contacted me telephonically. We discussed various options. it was reiterated that if i was not satisfied, I could cancel the "application" at any time. I discovered that the particular handset that was proposed has a curved screen, and I am not comfortable with it at all. I immediately sent Vodacom an email advising them of this and that I would not proceed with the intended upgrade application. Needless to say, I got no response / reply to my email except a courier company contacting me 2 days later to inform me of the delivery of a Vodacom parcel, which I presume is the "new handset"

To my utter astonishment, I received no less than FOUR (4) sms notifications with different reference numbers regarding this matter!!! How come?! My question: How and why is it possible for a big business like Vodacom to NOT take note of my email and respond timeously to their customer / client?! Can someone at a senior level please attend to this matter Urgently and contact me to rectify this situation.