Vodacom Direct Online order - no feedback - poor service

I placed an online order through the myvodacom shop on 24 November 2017, received an email with the application number stating that "A Call Centre agent will contact you shortly: there is also a link to track the status of the order, after a couple of days with no call back or ability track the order on the link provided , i called ********** 4 after holding on the line for 20 minutes the agent informed that their systems were down and i should call the next day , I tried phoning in 3 more times and was just put on hold every time for 30 minutes +

finally got through yesterday 4 December 2017 , and the agent could only confirm that my order is "hanging" they had no visibility or status so I indicated to them that no one has called me yet, the call center agent said that this was done by a different department and that someone would call me , it is now the next day and still no call.

I am an existing vodacom contract client with a spend of R1500 per month, I am trying to bring additional business and revenue, and yet no one is getting back to me? Surely there is some sorting of application tracking or sales ticketing system??