UPGRADE MISSING

This is so disappointing. I have been a Vodacom customer for a loooong time. This is absolutely the worst service I have ever received. I did 3 upgrades online on the 19th, 20th and 21st of October. I received the order for the 19th and the one for the 21st but no one can tell me what happened to the order placed on the 20th. All 3 upgrades was for the same phone and priceplan. I dont understand why no one can track the order. I have spend about 1 and 1/2 hours on the phone in total to try and find out what happened and why the parcel have not been picked up. The response of "device out of stock" is not going to fly, I already checked and there was stock available. If someone can please escalade the query and give me a proper response. The parcel tracking number is K***. I don't want to stoop to this level but it is very frustrating if you cant get proper answers.