Vodacom Upgrade downgraded

I have been a loyal Vodacom client for more than 20 years. I had a very enthusiastic Vodacom agent call to ask if I wished to upgrade my phone and mentioned a deal which suited me however I had mentioned a figure that I was prepared to pay and if she could get me a deal for that price, I would be happy to upgrade. The following day I received a sms indicating that RAM would be delivering my new upgraded Samsung A32 phone. I was amazed at the excellent service. I then received a call from RAM courier to say the delivery had been cancelled. He did not know why. I cannot begin to tell you the difficulty in locating this individual, through automated prompts, a lot of holding on, at one time for 35 minutes just to speak to a human! Eventually I reached one now not so enthusiastic agent, who told me that she had sent the incorrect package & that she was re-sending the correct one. To date I have heard NOTHING further, no call, no sms, no RAM courier, nothing. When I called Vodacom, they have no idea why but the upgrade was cancelled. It's the frustration of trying to locate a person, answering security questions over and over and holding on unnecessarily. VODACOM called me to upgrade, then cancelled the deal. Definitely not customer service in my opinion. A very frustrating experience.