Upgrade Complaint

I have placed an order for a Huawei P30 Pro on my Vodacom upgrade, after all the hassle with the Google Huawei issue I cancelled the upgrade and replaced in for an iPhone XR. The upgrade has reflected on my tariff but I have not received the phone. I have spoken to numerous advisors within Vodacom, none which seems to know what is happening, They claim the upgrade is complete but also acknowledge that no delivery has happened. No tracking number has also been generated. Spoke to Retentions who transferred me through to aftersales who then said I need to speak to upgrades, the after sales advisor then transferred me through to Vodacom insure who knew nothing about this. I then called back to after sales and requested to speak to a manager and was told by the advisor that the manger is on a call, I held for the manager, the advisor came back and stated that I needed to wait two more minutes which I did only for her to return to me and tell me I need to speak to upgrades again which I did not have time for as I have now been on and off the phone with Vodacom for 45 minutes in total. I have still not received my upgrade and it already reflects on my invoice. How are they charging me for something I have not received. Failed promises from the retentions team who I called on the 03.06.2019 where he told he was escalated the matter to his team leader who did nothing either. Really unhappy about the lack of knowledge of the advisors as well as the lack of manager availability.