Vodacom upgrades struggle

to a point of utter frustration, i was given an option to upgrade when i phoned in to cancel my contract on the 3rd of December . i selected a package that suits my needs after being persuaded by the consultant assisting me. ended up requesting an upgrade, for an iphone xr . we concluded the call with the lady securing my new purchase no reference number was give. today 9th of December i called back to the online upgrades team only to realize my request was never loaded on to the system and hence i am merely waiting for nothing. this phone was suppose to get to me within seven working days and yet here i am siting with hope that the phone was making its way to me . i seem to not be alarming anyone as i have called back numerous times trying to make contact in order to receive the phone i wanted. now where does one go if i cannot get anyone to assist me in the matter i have been presented with. thinking of leaving this network for good as they seem to not have any sense of urgency, care or any thought for the people they call their clients