Poor service

I requested for 1 of my contracts to be upgraded at the beginning of November and the device was meant to be hand delivered. For some reason the device was returned to Vodacom and no one could explain why. I did not even get a call from the delivery company for delivery arrangements nothing they just sent it back. I then call vodacom and said that i want to rather fetch from a branch, they then advise that they need do some processing and only have 3 days then I can call in and finalise. It is now 6.12.2018 a month later, every time that i call or chat with the consultants that advise that some one will call me and yet again no call, apparently the lady that did the upgrade is the one that was meant to call back but she never does . i asked for someone else to help but no joy there as well as they say that i must wait for that initial consultant to call. How lomng should I wait its already a month that past ??