Complaint about Vodacom agents not providing the correct information and not doing what they are paid to do.

In 2023, an agent from Vodacom phoned me regarding an upgrade. I informed the agent that I have two contracts and want to cancel the one since I'm not using it and if it will be possible to transfer the upgrade on the other contract. One was on a cell phone and other on laptop with APN. I told her that I don't want to continue with the contract on the laptop. She said that she will speak to her direct line manager and come back to me. She never did. Then the following day, another agent phoned me and said that I did not approve the OTP. I told her what I said to the agent from the previous day and again the new agent told me that she will get back to me. She never did. So for 6 months, I was paying for a contract that I was under the impression that it was cancelled. Last month I did some digging and found out that the contract was never cancelled and when I spoke to another agent, she confirmed that the contract was never cancelled. She cancelled the contract where I received the confirmation regarding that. I then told the agent, since none of your agents told me that I had to phone to cancel the contract, I've been paying for two contracts and that I'm requesting for a refund. That was 3 weeks ago. They told me that they will investigate and then come back to me. On Sunday 14 July, I received an sms that the reference no has been closed and credit will be paid into my vodacom account within 48hrs. I phoned on Wednesday 17 July and spoke to Mohammed, who confired that the credit will be paid into my account from where the debit order is paid from and he said it's supposed to be 48-72hrs. Today Friday 19 July, I checked my account and I'm not seeing any amount. So I phoned vodacom again and I spoke to Deveney and unfortunately, she was the agent who I took my frustration out on because she told me that Mohammed was supposed to tell me that it will be paid into my vodacom account, meaning I will have credit for my phone and that I had to send an email and request for the amount to be refunded into my bank account. Also, I discovered that the insurance I requested to be canceled, was not canceled after I told the agent to cancel the insurance. Vodacom agents are getting paid to provide a service but they are not providing the service and this is NOT the first time we've asked for a contract to be canceled from Vodacom, only to find out that it was never done.