Billed for an upgrade I never received

Upgraded my contract 2 months ago, the device was delivered by RAM to the incorrect address where it was collected by someone who shared my surname which isn't necessarily Vodacom's fault. My issue is the service I've received since then, it's been 2 months with no feedback, during which time I've been billed and my account debited for this device which I never received. I've had to keep calling into their customer care service as I never receive feedback whenever it's been promised to me, multiple consultants have told me they will escalate with management and RAM however it does not appear to be the case. I find it shocking that even after the initial contact whereby I told them this device was not delivered to me, they've continued to debit my account as if no error occurred anywhere. Disappointing service, I will be cancelling my contract with immediate effect.