Unsatisfactory service

Over a month ago, I spoke to a consultant from Vidacom and she arranged an upgrade for me for two Iphone 6s plus (64gb) phone which I was meant to receive in a few days. I am still waiting and there is no communication from Vodacom regarding this. I also do not know if the fee for the new phones will be debited from my account or not. I have called the customer care line numerous times and none of the consultants seem to know or have any idea what the hold up is. Very frustrating!