My network provider that always fail me

I’ve been trying to do an upgrade at the Vodacom 4u store at Westgate shopping mall Roodepoort for the past week with no luck. I called the store to enquire on the process and which documents I should bring along since I have a contract which was never cancelled the handset is paid up and I’m only paying for the monthly airtime that I receive I even asked if the application cannot be done telephonic and I’ll just come in to collect the handset and sign whatever needs to be signed, was told to bring my Identity book and they will order the handset and will advise once they have received it in 2 working days. I did not receive a call after that 2 working from the consultant I spoke to by the name of Palesa I then called in to follow up on Friday the 20th before going to the store and was advised that they have received the handset I should just come in. I then went in and was assisted by the same consultant that I spoke to since knows the history of the account as discussed telephonically when she checked my cell phone number she picked up that there was an upgrade that was already done and she logged a request for a reversal the turnaround time for that was 2 working days, the request was closed in less than an hour. Tuesday morning the 24-03-2020 I then decided to call into the customer care line and was advised that the request that was logged was sent to the incorrect department and the correct was logged the very same afternoon and their turn around time is 2 working days and that I should call back for feedback....

All I want is a new phone and I’m really struggling with the handset I’m using currently I’ve had this contract for over 2 and a half years and it was also a mission to get it.

What annoys is fact that I’ve been acting in good faith and there was never a point where payments where missed so can someone at Vodacom just do what they are getting paid for please.