Bad vodacom

My son uses one of the phones. Was unsure about packages and new handset. On 1 August it seems that an upgrade with no new handset was done. Called 1 September. Spoke to a Zama. She said she typed an email to request reversal of upgrade as my son now knows what he wants. She confirmed it can be reversed as it s within a certain timeframe and she will call me 2 September and talk with me about the packages and handset. I got no call. I called yesterday. Spoke to another person. She told me she does not know a Zama. She was not very helpful and got fed up. I called today. Again that person also does not know a Zama. It strange as I always call the cancellations number. Today when I called I finally reached hopefully someone that will help me this time round. The phone my son uses can not even charge properly anymore. I was sent a ref nr for today's call. I want this resolved asap.