Bad service

I am not happy with Vodacom at all. I've done an online upgrade on the 1st of November 2019, Received the phone, but a fault with the speaker. I phoned them and arranged for the phone the be picked up. The phone was picked up on the 14th of November with RAM and I received a reference number. I've spent the whole week last week on the phone with Vodacom. The upgrade is not reversed. I have no phone in my possession, but I invoice me on my statement for an upgraded line. They did not get back to me at all.