Upgrade process

On black Friday 24 November I contacted the Vodacom upgrade department to ask about the availability of the new iPhone X that was launched that day. I asked about stock availability and the the upgrade consultant confirmed that there was stock available of the space grey 256GB. I immediately did the upgrade telephonically and was confirmed and processed as per the upgrade consultant. he advised that my phone will be delivered either on the Monday or Tuesday next week.

Nothing was delivered or confirmed via email by the Monday or Tuesday after which I then contacted the upgrade call centre to find out on the progress of my upgrade. The lady that assisted me then told me that the upgrade consultant never processed the order. I then asked her if there was still stock available and I again was told yes there was a space grey 256GB iPhone X available. She then confirmed my order and I asked her to confirm via e-mail confirmation. She advised that my new phone would be delivered the next day (Wednesday) or latest Thursday 30 November 2017. I then asked why my order wasn't processed on Friday and she couldn't tell me. I then requested that the consultant that assisted me contact me to explain. I was not contacted back.

Again no confirmation e-mail followed and delivery of any phone by Thursday 30 November 2017. I then contacted the upgrade department again only to be told that my order was processed but no phone is available and has gone onto back order. I then asked the consultant how this is possible that the 2 previous consultants confirmed the stock. Why was I then **** to twice? No answer was given. I then requested that the manager on duty call me to explain after which I received no call.

I was then sent an sms from Vodacom on Friday 1 December @ 15h57 asking me about my service experience and if the problem was resolved on which I rep**** NO. I was then contacted by a consulted the same day where I explained what happened. He then escalated the matter to a solution expert with ref no 1- ********** ********** .

I was then contacted today 4 December by a lady consultant which then wanted to confirm my contract details in order to process my order. Once done she again advised that there is no stock of the iPhone X and is on back order after which I told her that I am not happy. I asked her to find out a date of stock availability. I received no call back to date. I did however receive another sms today at 11h43 from Vodacom stating that my query has been resolved with ref no 1- ********** ********** and has been closed.

How can this be closed if I do not have my new phone?????????