Vodacom cheated us out of a cellphone on a upgrade.

My husband has had a vodacom contract for about 16 years and was due for an upgrade last year. Mondo contacted him and said that they can process the upgrade for him, which they did but didn't supply a cellphone. Hence my previous complaint against Mondo. After which they promised to supply one. Still waiting. We contacted Vodacom and they said that they would reverse the upgrade. We went to a Vodacom shop to redo the upgrade but they informed us that they couldn't. It is a year later and if we enquire about the upgrade then we get told that the next upgrade is only due in 7 August 2019 . My husband had requested a Samsung note 9. But no cellphone had been provided. So in my opinion someone has committed *****. We are owed a cellphone. No one has been able or wanted to help us. Very very very bad customer service. How can the upgrade have been done and no cellphone been provided. He is on the Red VIP contract.