Bad Client Service and rude consultants

I'm very unhappy with this service

On the 22nd of December 2022 I upgraded my contact with Vodacom but the agent who assisted me with the upgraded did not give me the package which we agreed with. On the 5th of January 2023 I called Vodacom after I saw the data which was loaded to enquir but the upgraded. No one could assist me, I even asked for the recording of my call when I did the upgraded but nothing. I than I asked for the upgrade to be canceled because it's still within 30 days of the upgrade, today I called to find out how far is my cancelation and why I haven't received any email, still no can assist me. The agent is telling me that I need to pay a penalty fee for the cancelation because it's a 24months, which I don't understand why because I called within 30days