Vodacom ISD not cancelling online upgrade

On 29 August 2018 i app**** for an online upgrade but was unfortunately not at home to receive the delivery. I changed the delivery address with Vodacom to which they failed to notify Ram so Ram went to the home address for the next two days. The phone was returned to Vodacom on 11 September 2018 and I have been struggling to get Christopher and Sameera cancel the order and re-issue it to get the phone redelivered to me. I have been told the cancellation has been escalated and escalated and escalated and that I would be called back with feedback but I don't get a call. Each day I have to phone back and hear the same story. Rodney today tells me there is a glitch in the system and he must contact Vodacom ISD to sort this out. Surely it doesn't take 9 days to do a cancellation/flick of a switch??????