Call Centre Agent very quick to upgrade but no after sales service whatsoever

I was sold an upgrade via the Call Centre - ref ***0 - by Ugendren Naidoo. When I received the phone, I realised that it was not at all suitable (in actual fact, a 'downgrade' from my current handset) and therefore wanted to cancel the upgrade. I was given the wrong number to contact by Ugendren and after a number of calls to the Vodacom number, I was referred to the business section. I was unable to get hold of him and spoke to a woman (Felicia) who managed to put me through. Ugendren said he would cancel the contract and arrange the upliftment of the handset etc. I also gave him my email address due to the poor Vodacom reception in my area. I have heard nothing since then. I have tried to contact him again, to no avail. I spoke to another woman yesterday, who said she would get him to contact me.... still waiting. If my phone was not used for business purposes, I would not hesitate to cancel my debit order and all Vodacom contracts but I have no choice until I am able to go to an office to sort out. The Call Centre agents are SO quick to contact you to take a new contract or upgrade but when there is a problem, they are nowhere to be seen. I am extremely unhappy with the level of service that I am receiving from Vodacom