Vodacom making their process my problem....suprise suprise.

Goodday Vodacom, I've got a long, sad story for you. I contacted Vodacom on the 2nd of March, to give notice of moving my line to prepaid, to wait for a good contract deal, possibly on Black Friday this year. However, the call centre agent was very good and gave me a deal I couldn't resist at the time. The very next day the phone arrived, the latest and greatest model, I was really excited. Only one problem, the battery didn't last 9 hours. I asked for it to be sent back, which I had to practically beg for, as the courier company never arrived. After 5 days, the phone was collected by RAM hand to hand couriers. That was last week Thursday. The phone is apparently missing, even though I have given Vodacom photographic evidence and the VPD number. I've been in contact with one of your agents, Emmanuel, who has tried to help me without success. I've very keen to reinitiate the upgrade, but this whole experience has left such a bad taste in my mouth, I think its best to either move onto prepaid, or move service providers. How does my following Vodacom instructions to give the phone over to one of their chosen couriers become my problem?? Poor service, really. I can hope if you want to survive that you don't treat every customer the way I've been treated, as its only just short of not receiving service at all.