Upgrading - Like Pulling Teeth

I have been trying for about a month to do an upgrade on one of my contracts. The sales person was great, however he failed to get back to me to inform me that the phone I have chosen is now discontinued. Instead Vodacom went ahead and cancelled my upgrade whilst I was patiently waiting for the phone to be delivered. Only upon calling was I told what the situation is. I have since called Vodacom twice trying to get this upgrade done but there are constantly system issues. The information from the consultant is that they will escalate this matter, however they cannot make any promises as to when the matter will be resolved and that their escalation process takes a long time. Quite frankly, this is beyond ridiculous. Communication is beyond pathetic.