Vodacom Online does not know how to process orders

So I app**** for an upgrade on 22 Jan 2024 online for the Samsung Launch deal. All went through and got call to say it was approved. I called on the 8th of Feb 2024 and was told by guy that answered the call that should expect it around 23rd Feb. So I wait and on the 26th I give a call to find out what is happening and got told order was cancelled in January and that they will escalate the problem. I give it 2 days and call back and they can not see escalaton as the company that does escalations is out sourced. So it boils down to seems like someone was not speaking the truth.... How is this accepatable service and how is it that I have to goto a store now and I loose out on the deal I app**** for and was approved for. It costing an extra R600 per month now give or take a few rands. Is this where need to start moving lines away from Vodacom to another Network? Not that will get a reply or anything sorted as I do not see Vodacom replying to this