Unsafe dealings at Vodacom

I called Vodacom this afternoon to apply for an upgrade for one of the numbers I have on contract with them. After the security check the consultant (Sbu) told me I upgraded the number on the 4th of November 2020 which shocked me because I never did such. I then asked him where were the handsets delivered he gave me an address which when I asked where is the place he said it is in Durban. Sbu then said he was going to forward my issue to the back office which will come back to me within 48 hours. We then terminated the call.

After I put down the phone I realized the guy never asked me to provide a number they can contact me on. I then called the call center again and the lady gave me a totally different procedure which will have to go through the forensic department and may take up to 14 days. She also told me that not one but both my numbers were upgraded at the same time.

My issue is that vodacom is not consistent in the application of the procedures and what would have happened should I have not called again to give the contact number. Secondly how are they expecting me to wait up to 14 days for the matter to be resolved. Lastly what about the Black Friday deal I wanted which will be invalid by the time the matter gets resolved and how do I trust them with my personal information now.