Utterly shocking Service with regards to online upgrade

We processed our upgrade on the 17th of November 2020 and on completion online we received an email stating that the upgrade has been processed and we should be receiving a confirmation call as well as the tracking number for the delivery of the new device shortly. after a week we still had not received anything and when i started contacting the online division to track the order status i was told by numerous consultants that the order has been completed on their end however we still had not received any confirmation call or delivery of the device. After Numerous phone calls to the online dept. and been given the same story over and over that they have escalated the matter and that we should be receiving the tracking number we still sit with nothing. I then contacted the online dept. again this morning twice and i was promised a call from a superior to assist in the resolution of the matter and well guess what still nothing. I truly hope that a Vodacom representative reads this because if this is the level of service and total unwillingness to try and get this issue resolved is totally unacceptable and being a business owner myself i cannot understand how a company such as Vodacom can treat any after sales service with this level of disregard.