Vodacom gone too big to handle their customer flows

I placed an order on Monday, 10.06.2019, with the retentions department and was told that I would receive the phone in 3-5 working days. Today is 5 working days. When I called in I was asked in confirmation dept called me and I rep**** no. They said that the phone cannot be despatched without that happening. So what was the point of me confirming via SMS. What has happened in the past 5 days. I think Vodacom is gone too big to handle their customers. One dept does not know what the other is doing.