Poor upgrade service

I did an online upgrade on Sunday where my grandmother is the account holder. On Tuesday I called Vodacom and asked them why I haven't received a message stating that the phone is out for delivery with a waybill number from RAM. They said they have to call the accounr holder to get confirmation to do the upgrade. Till this day they haven't called my grandmother to ask her if the upgrade can be done. And it is getting frustrating because I need to get the upgrade done as I need to get a phone for work.