Upgrades and retention dept Voda**** service

I have done an upgrade on the 9th October 2020 via the upgrade department, i was promised that a third party could receive the new phone on my behalf with rekevant documentation which i had organised. Its now 12 working days and nothing, the lady that did my upgrade over the phone hasnt even called me yet i have left umteen msgs for her to conatct me. When you call the upgrades or retention dept no one seems to know whats really happending and for some reason no manager or supervisor is allowed to call a customer????? I have from 2 weeks ago spokenvto about 14 to 16 consultants who can never transfer me to the correct deptartment. Really really dissapointed as i have been with vodacom for over 21 years and have never changed my number. I rwally dont understand coz the lady called me 3 times to do the upgrade but after i agreed she dissappeard and no one can get hold of her??