RIDICULOUS ON-LINE UPGRADE SERVICE

I have been a vodacom client for over a decade now. I recently upgraded online =, January 2020. iPhone 6 was faulty and I requested a pick up. It was picked up by their RAM couriers on 31 January 2020. Up until today they have not reversed my upgrade. I have been calling their 1959 line almost daily but I keep talking to a new consultant that requires me to explain the story all over again everytime. No one knows how to help me, they says the phone could be sitting somewhere in their warehouse and no one knows where the warehouse is. I was told they have sent e-mails to that warehouse and the back office but up until today none of those e-mails get responded to. mind you I am paying the full subscription every month but no device.....AND THERE IS NOT ONE WHO CAN ASSIST BECAUSE ONLINE UPGRADES ON THE SKYYYYY!!!. I AM FED UP AND WANT TO CANCEL THE CONTRACT BECAUSE THIS IS POOR SERVICE