Bad service

I have been dealing with a query for the past two weeks regarding a refund.. I did an online order for a S4 mini.. The contract said it was R199 no connection fee or initiation fee was supposed to be deducted as this is not stipulated on the website.. And that is exactly why I did an online order.. I have been speaking to Dora since the start of this whole mess up and today when calling again she told me that it was an initiation fee, WTH IS THAT ALL OF A SUDDEN?????? When I called I needed her to explain again so my sister could hear as I did not understand.. She refused to do it and told me she will report me to the ***** department, I have about 6 or 7 witnesses that was sitting around me that can vouch that it was me on the phone.. She then said bye and put the phone down while I was still speaking!! Besides the fact that Vodacom has been *********** with solving my problem I still had to deal with a rude *********** and someone with no knowledge about the refund.. I am utterly disgusted and appalled by the level of service I have received and if only I could get an email address I would really take this further!!!