WHERE IS MY PHONE PR EXPLANATION AND EXCUSE

I upgraded *** on 9 January on the VC website. I got a confirmation sms, for the upgrade. That's it. Never got any other communication whatsoever and no phone. After 12 days waiting for nothing, contacted VSP. They alleged the phone was returned to the warehouse because my address was wrong! So if that happens, do they keep it a national secret? WHY didn't they inform me? So It seems now they have cancelled my upgrade? The phone I requested disappeared from their website now. There is only two Blackberry models shown, and not the one I ordered and was confirmed and allocated to me. And it must be somewhere? It was allocated to me, and then just disappeared and my upgrade cancelled without informing me anything. If I did not query this I would still be waiting because nobody comes back and reply or explain and make arrangements to rectify their mistake? All I want is an apology for them messing up big time, and my contract to be upgraded with the original phone I chose. A Pink Blackberry 9720. But now VODACOM just keep quiet, and cancel my upgrade without making other arrangements. A lady phoned me and said she will take it up with management and email me. She did neither