Bad service

I've had it with vodacom now, this **** needs to end I've upgraded my contract on the 15th of May 2020 got the new phone on the 19th of May 2020 and was told that we should wait for the 1st of June for a statement to see if the changes was made and on the 1st of June after checking the statement we realised that the upgrade was done on the wrong number upon contacting vodacom we were told that they will have to collect the device for the reversal process to begin Got a query reference and all and no one came to collect last week Monday June 15th 2020 i contacted vodacom again to which i was informed that there was no collection request logged and then i asked if the agent could request a collection for the device which she did but today i contact vodacom to find out what is happening regarding the collect i was told that head office came back to them and said we were passed out 14 days return and i explained the situation to the guy i spoke to today and he said well the first collection was never put through for processing it was only marked as a query and nothing was done about it (bare in mind i was previously told that there was never a first collection request)... I'm so ****ed because vodacom and the agents who don't do they Damn jobs correctly and now they want to tell me that im passed the 14 day return and **** no that is totally bull**** if vodacom thinks I'm going to **** back and let them bully me into accepting they ****ups then they got the wrong information... Now they gonna charge me for a damn phone that was laying in a box for almost a month waiting for a collection that was never going to happen in the first place... Tell me who's fault is that because I'm sure as hell ain't accepting responsibility for a ****up that ain't mine to start with... And please tell me the a agent will get in touch with me again and then no one does please