Upgrading contract and order gets lost.

Hi, Decided to upgrade online (as normal) one of my contracts as it was 2 months overdue for upgrade. Did the upgrade online and submitted the application. Vodacom says they will call you back, which they did. They also email you a reference link for upgrade. Call the number in the email and speak to consultant to finalise upgrade. They tell me upgrade has been automatically cancelled. Ask to speak to manager.

Get redirected and now get told, the order never existed. I query as to how can that be? I have an email with reference number for order and Vodacom tried to contact me. Please explain. No explanation as to why my order disappeared came forth.

This is unacceptable. With modernization of how we go about placing orders, the way Vodacom goes about it - should not be accepted. I still did not get a proper explanation of where my order went.