Refusing to deliver phone once upgrade processed

I have a number of different vodacom accounts. One, specifically used by my daughter was due for an upgrade in December. We renewed the contract and supp**** details for the new phone to be delivered. I was contacted last Wednesday 2 Feb to confirm the delivery address. I confirmed my daughters address and also informed them she would be receiving it on my behalf. I was told to provide her with a letter authorizing her to receive it on my behalf and a FICA document. Numerous calls to the courier and to Vodacom and still the Courier company refuses to deliver the phone almost a week after the confirmation of authorization. I am really considering cutting ties with Vodacom and moving to a more customer friendly service provider. I have a number of Cell C accounts and have never experienced this sort of shambolic service. During the last call with Vodacom I was told that this happened because we renewed the contract on-line rather than in person or on the phone! So its my fault?