Bad Customer Service

I upgraded my contract with Vodacom on 28/07/2015, I wasn't happy with the new device. In their T&C's they've mentioned a cooling off period of 7 days. I called for cancellation & 1st consultant refused to give his name but advised that he will transfer me to the correct department, then I was cut off. I tried again & the same process continued until the fourth person whom I had to change my voice from polite to annoyed before she could assist me hesitantly.I advised her of the attitude of being sent from pillar to post & got cut off as if they are trained to do just that. I told her I am not happy with the device so I wanted to return it. She finally told me Vodacom will be in touch without even advising the way forward. I received an sms that Vodacom will arrange for pickup. No one said anything about an alternative device, instead I received an sms telling me about my contract commencing on 31/07/2015. Tried getting hold of cancellations dept for clarity but unable to get through to any consultant. I'm very much unhappy about the treatment received from them. I need someone to contact me and resolve this issue asap.