Bad service

I had a contract which expired and a someone from Vodacom called me to ask if I need to upgrade another contract. The amount was to be R49.00 per month I said yes. But it was just a top up contract and they said they will send me a sim card. Time passed by I had not received the sim card. I kept on calling and no one was able to assist me. Mind you the debits are going through every moth. last year sometime I called and someone at Vodacom said I must go to a nearest Vodacom shop they will assist me to get a refund of the deductions because I never received the airtime. When I got to Centurion vodashop they opened a query for me in October 2018. I did not hear anything until November 2018 I received an sms to say the case has been closed. I went to the shop in January 2019, I was told there is a message on system for me to submit an affidavit to confirm that I never received the airtime. I did that and submitted it but I have not heard anything from them. the contract reached the expiry on 24 months now in February. I was advise not to cancel the contract before I get the refund. This whole experience is unacceptable and I need urgent assistance