Vodacom Upgrade, Faulty device

I have been a loyal customer to Vodacom for 25 years and recently did an upgrade - and things went downhill fast. The upgrade was for 2 devices under the same plan and while one device works perfectly, but the second handset didn't restart at all after the first time that the battery had gone flat and doesn't restart. I reported this to Vodacom on 8Aug22 and was told that they would contact me for a collection of the faulty device and replacement of the broken handset.

Nothing happened...

I phoned the *** helpdesk again today (18Aug22) to follow-up on the return, and they told me that the collection and replacement was cancelled, but could not give a reason (Not for the cancellation, nor for why I wasn't informed)

So I explained the situation again and now they want me to return both handsets (The one that works well included), cancel the upgrade and do a new upgrade... They could not give me a confirmation that the upgrade options would still be available (Therefore no confidence that I will receive the same phones or price) and could not give me a timeline for the process to be finalised.

Why has this become my problem?

Sorry Vodacom, not good enough.