Vodacom Online Upgrade - Not as expected!

On 2019/10/01 my wife decide to do an upgrade on phone online on Vodacom's website. She chose completed all the required fields and submitted the upgrade request. She has received a upgrade confirmation email and informing her the new phone is on its way..... No further instructions. On 2019/10/03, she decided to followup on her "confirmed order", only to be informed that the system states "order to be confirmed" the support agent informed her that a consultant need to contact her, and can't put the call through to a consultant. Now, how long should a customer wait to be contacted, and why should the customer contact Vodacom first before an update can be given. I thought the whole reason behind upgrading online is to make it easier and comfortable.... guess what Vodacom, you failed on that!!!!!