Bad customer service

I have had a contract with Vodacom for the past 2 years and as norm I was due for my upgrade which was confirmed for January 2016. I upgraded online and had an online sales consultant call to confirm my upgrade and the billing. When I contacted Vodacom I was informed that I will be debited for my old contract and the new upgrade. Nowhere was I informed about the charge for the old contract,and how can one upgrade to a new contract but still pay an one.charlene from online sales first told me there was nothing she could do to assist me cause it was an obvious thing I should know since I upgraded online, until we both had to be rude to each other. I am not happy about the way she handled my life query as she was not helpful on 09/02/16 and has not given me feedback on the matter as at 11/02/16.Vodacom doesn't communicate the full cost of the account. I was never informed and if it means they reverse the entire upgrade,I would rather, than have to pay for a phone I'm not using as I am now using a nano sim. I hope Vodacom can find a solution that will be suitable for both me the customer and them the service provider.