VODACOM SERVICE IS BEYOND POOR

At the beginning of October 2017 I requested an online upgrade. Shortly thereafter I received a reference number ********** ********** 79. On 11 October I received an sms saying my quotation was processed 1- ********** ********** as well as an order number 1- ********** ********** . A day or two later I received a phone call confirming the colour of the phones, advising me within the next 2-5 worksdays the phone would be delivered, and that I was to have my ID and proof of address ready. After that NOTHING happened, and after a week or 10 days I phoned Vodacom. I was told that the order had not been "released" and the lady would personally make sure that this was done immediately, and once again the 2-5 day promise was made. Two weeks later there was still NOTHING. So yesterday I decided to phone Vodacom yet again. This is a tedious task as it takes at least 20 minutes till you can actually speak to someone, all the while listening to awful music. The lady that then spoke to me told me the same story about the order not having been "released". I asked her how this was possible but she did not know. I realise she was only the bearer of bad news and bad service and thus asked to speak to someone higher up in the ranks. After yet again spending some time listening to said music, a "team leader" cam on line. She could not explain either why I have to wait so long, offered no apology except to tell me that it would be of no use "to point fingers" as this was an online order. So, could someone get back to me and explain what would be of use to ensure that I can take delivery of my phone. The online service is something that Vodacom offers, but obviously that service is not being attended to. On asking the "team leader" if I could please take possession of the phone by Friday I was just told that this would not be possible. Please could Vodacom get its act together and have the phone delivered to me asap.