Upgrade cancellation unresolved

I upgraded on 25 February 2022 and received an upgrade handset. The handset was faulty and collected by RAM Couriers three days ago. I received acknowledgement that the handset was received at Vodacom Warehouse and the RAM tracking information confirmed this.

I enquired about the cancellation of the upgrade order and was informed that it would be done yesterday, 16 March 2022. I spoke to three different agents who all confirmed that the handset was not booked into the warehouse and therefor the upgrade order could not be cancelled. I informed the agents that I need to blacklist my previous handset that was ******, but am unable to do so due to the open upgrade order.

The last agent I spoke to, Director, was very helpful and told me he would phone be back to update me on the open order.

I again enquired this morning on the status of the open order and again was informed that the handset was still not book into the warehouse and that the cancellation order was still open. I was again told that the enquiry would be escalated to a supervisor and that I will get a call from said supervisor.

Another day has passed, I do not have a phone at all for the past few days and although I have provided an alternative number, am getting no feedback from any supervisor on the progress of the issue. I have also made contact with Vodacom via the Facebook Messenger channel and also have received no feedback or resolve this this channel.

The handset was collected, the upgrade order remains open and I cannot blacklist my previously ****** handset, complete my insurance claim or proceed with a new upgrade due to the lack of service and inefficiency on the part of Vodacom.