Online Upgrade and Response from Vodacom - Miserable Experience

I posted my complaint about problems with my online upgrade order on 1 June 2018. A response was made instantly by Vodacom on the site and I was called by a customer care rep who told me my case had been escalated. That has been the last I heard from Vodacom. They obviously provide a form response to Hellopeter complaints - but do not actually follow up. Really don't know what to do as cannot find out the status of this upgrade order as I cannot contact the department directly. Very bad experience of buying online.