After Years of Service Vodacom decides to ***** me

Good day, I upgraded my contract on in Sep 2015, received phone on 25-09-2015. Phone was problematic(Alarm does not work, sms's only come through when phone is restarted, phone freezes etc). I called customer care on 01-10-2015 to cancel my contract and collect the phone(ref: S3-8IH1D-DUGX2). After nothing happened I get an sms that the call is closed. To date the phone has not been collected nor has my contract been cancelled. Should the phone not be collected within 48hours I am going to refer this to the ombudsman followed by a complaint to the national consumer tribunal. My request was submitted timeously only for Vodacom to ignore my request