What went wrong Vodacom?

On the 14th of May 2019 I decided to check if I could upgrade my current contract and the system showed that I was eligible to upgrade from the 1st of April 2019. I then proceeded to order a Huawei Y5 (2019) on the uChoose Flexi 125 TopUp package. Everything went well and I even received an email and sms to confirm that everything went through successfully,with the ref nr: VODACOMONLIN- ********** ********** 34. On the 16th of May, RAM couriers contacted me and the driver confirmed that he had not received a phone but only a simcard and asked me if I want him to return the simcard to Vodacom (Waybill#K ********** ), so I confirmed with him that he should return it as my order was supposed to include the phone as well. The same day a supervisor from RAM phoned me to confirm that I want the simcard to be returned and yet again I confirmed that I want it to be returned. I phoned the Vodacom callcentre ********** 4 and the agent then told me to send an email to ********** and explain in the email what went wrong, I then sent an email but have not received any response or even a reference nr back. On the 17th of May I again phoned the ********** 4 callcentre and the agent confirmed that something went wrong with my order and she would have to ask the back-office to manually dispatch the phone to me and that the backoffice would contact me. I never received a call/email or sms to confirm that they were indeed going to dispatch the phone to me. On the 20th of May, I again phoned the ********** 4 callcentre and the agent then told me I should wait for the backoffice to phone me...I later received a call from RAM again and once again they asked me if they should return the simcard to Vodacom, so I once again confirmed that it should be returned to Vodacom. I have never before had so much trouble with a simple upgrade and this whole process has just been frustrating and I have no way of knowing what the progress is on my upgrade order and Vodacom has not contacted me at all. Please can someone assist me in completing my upgrade order.