Upgrade gone wrong

I have done my Vodacom upgrade through Elite Mobile, and I was advised that they will waver the admin fee of R150, but they did not, the amount still went off my account. I waited almost a week for my phone to be delivered, just to receive a faulty phone. I did phone them the very next day after receiving the phone and notified them that the phone was faulty. The agent then advised me wrongly, they wanted me to take the new phone to the Vodacom shop for repairs or a refurbished phone, which I was not willing to do, because I did apply for a new phone and not a refurbished phone, and I eventually got them to do a reversal on the upgrade. The phone has been collected, but the upgrade has still not yet been reversed. It has been 2 weeks now since and I am still sitting without a phone and the contract upgrade has not been reversed as promised.<br> I am also not getting any feedback from Elite Mobile and none of their agents know what is going on with the reversal of the upgrade. I am very disappointed with the service that I have received. I am still unable to to the upgrade directly with Vodacom because Elite mobile did not reverse the upgrade.