Upgrade nightmare fiasco

We app**** for the upgrade of 2 Vodacom cell phone upgrades, we have had these contacts for the last 15 odd years, this year we tried the Vodacom direct online route....BIGGEST MISTAKE EVER!!!!!! The one handset got delivered and there was no problem , the other handset , an I phone x , was faulty , we reported it to Vodacom direct and they asked RAM couriers to collect, which they did, they signed the waybill and gave a reference no sticker, upon following up a week later when the faulty device would be replaced Vodacom advised that they have delivered the new handset .We have not received any new handset as yet and Vodacom insists rAM said they delivered.It has been a constant battle trying to get the new handset with promises of beingcalled back but this also never happens.I did not want to resort to this forum to try and resolve this matter but Vodacom has left no other option.The upgrade was approved and in progress as of 10.06/2018, now more than a month later still nothing.

Please urgently assist