10-year loyal customer disgusted by unauthorized contract changes, R4000 bill, and pathetic management

I have been a loyal Vodacom customer for 10 years, but the service I have received over the last 3 months is completely pathetic. I am facing gross negligence regarding both my home internet and a recent cellphone upgrade, and your customer service management is completely unreachable. First, an agent from your Johannesburg BPO broker (Rewards Co / Mondo) completely misled me. I escalated this to a manager there named Ashton Pillay to fix the issue. Instead of resolving the problem, Ashton Jeremy Pillay himself cancelled my home internet contract without my consent and loaded a completely new package. I am now looking at a statement for an astronomical R4,000 for home internet—an amount I never agreed to. Second, I processed a cellphone upgrade, but received the incorrect items. I sent the package back immediately. Despite not having the device, my account has already been debited for the new SIM card. Now I am being told the phone is being sent back to me again, meaning my account will be wrongfully debited a second time. Your agents expect me to send emails and wait 7 to 14 working days for a refund for Vodacom’s internal blunders. You are quick to take money but completely *********** when it comes to fixing your own mistakes. I work as a Head of Quality Assurance in the call center industry myself, and the behavior of your internal and BPO staff is shocking. Leaders drop calls, agents refuse to escalate, and managers are perpetually "in meetings." In a real customer-centric business, managers leave what they are doing to resolve severe client issues. I need a senior manager from Vodacom—not a generic helpdesk agent—to call me TODAY before my debit date to freeze these incorrect charges and reinstate my correct contract terms. If this is not resolved immediately, I am taking this matter straight to ICASA and the Consumer Goods and Services Ombudsman (CGSO).