Bad and false service

More or less December 2020 my mother received a phone call from Vodacom saying that we are such loyal customers and that they would like to thank us with a free phone. My mother gave the phone to my eldest brother as she could not hear the consultant and December is the busiest time in our business and therefor it was very noisy. The guy read terms and conditions very unclear and the next moment a phone arrived at our business. January when my youngest brother wanted to upgrade they said sorry it has allready been done. Turns out this "free" phone was the upgrade for his number. We never paid an upgrade fee, never signed a ungrade form, never received an upgrade sms NOTHING. When we upgrade we always have to have a signed letter from our father with his ID number and permission that we can upgrade. NONE of this was necessary for this upgrade??? I upgraded in October 2020 and all of this was necessary for my upgrade so how did this whole procedure just fall away suddenly? Who upgrades to their next phone whithout choosing the phone that they would like to have? We were given some or other Hisense and we NEVER wanted that, he wanted to upgrade to an Iphone. When we followed this up with Vodacom they just said sorry it's been done and there is nothing we can do about it and that we should wait the next 2 year period untill we can upgrade again. Now we are sitting with a Hisense that we dont even want or use. We are loyal customers of Vodacom and we will definitely be moving our business to another service provider as soon as our contacts come to an end. We have 6 contracts registered with vodacom.As soon as our contracts come to an end we will be moving our business for all of these numbers to another service provider. We will also spread the news on this awfull experience.