CONSULTANTS IGNORE QUERY

I've upgraded online beginning April 2018 and received my device via courier. I phoned two days later to request when the new device will be activated. They rep**** that it will only be activated on the 1st May since it was a different plan. My debit order date for 10 years now, is the 27th of the month. On 16 April I got a debit on my bank account, and reversed it, as it was clearly wrong. On 18 April I got a sms that my debit order was declined. I phoned Vodacom to enquire what it was for. The consultant informed me that it was for the new line on my phone contract. After explaining that I didn't request a new line, I actually only upgraded online, she said that they then see it as a ********** action, and that I have to follow procedure with their ***** Division, which I did. I got a reference nr, but haven't heard from them again. On 20 April I got a sms again about the declined debit order, and I phoned Vodacom again. This time another consultant told me that she will have to make arrangements for the device to be picked up with me, so that they then can delete it from my account, as if I don't want the contract anymore, and then I can upgrade again. I asked if it can't be rectified by simply administratively deleting the wrong new activation, and registering it as an upgrade, as it should be, as it is the correct device and plan, but was told that apparently it can't be done that way. On 26 April the device was still not collected from me, so I went to a Vodacom outlet, and explained the problem to them. The consultant there (Hendrik) told me he can't see anything going on on my account, no arrangements for the device to be picked up, except for the new activation which was done. He phoned the appropriate division himself and I spoke to consultant Mpho. Once again she promised to retract my previous phone calls with Vodacom, and then she will arrange for the device to be picked up with me, and that she will phone me as soon as the arrangements have been done. I didn't hear from her again. On 30 April I chat to a consultant online, who told me again that he see no arrangements of any sort on my account, but will look into it. On 4 May I realized that my Vodacom debit order was put through on 30 April, including the new device amount. So now I was paying for 2 contracts, one which was not even activated. I phoned Vodacom again, and yet another consultant told me once more that there is no indication of any on-going arrangements on my account, but that she will make the arrangements for the device to be picked up, so that the contract can be deleted. On 7 May I chat again online with Aviwe, who sms me a ref nr and said he will escalate it - which should apparently have been done in the 1ste place, still he didn't see any other activity on my account. On 8 May he called me, to confirm that my situation was allocated to someone who will now look into it. On 11 May I chat again to Elwin online, who couldn't understand why I am so agitated that this problems takes Vodacom so long to resolve, since according to what he can see it was only reported on the 7th May. I nearly lost it when he confirmed that NO consultant whom I spoke to the past 3 weeks made any note whatsoever on my account, as to the wrong activation, and that I want it to be deleted from my account, or that arrangements were made to pick up the device from me. He did however confirmed that Aviwe did escalate it, that it is now assigned to someone, and that depending on my nr in the queue of queries, it will be sorted out. In the mean time the new device is wrapped up in the original package it was delivered to me in the 1st place, ready and waiting to be picked up, since apparently that is what is needed to be done. I am utterly frustrated, disappointed and highly upset about this whole situation. It seems as if Vodacom is playing for time to let my current contract run out in June, and hope that I will then just continue with the new line. It seems as if all the consultants I've spoken to, is too *********** to handle the problem, which was wrong-doing on Vodacom's side in any way. I don't know how it could happen that I upgrade online, and then it is put through as a new activation. The consultants all told me that actually the 14 days grace I have to return the device as if I am not happy with it, has actually ran out. But that is not my problem, since I was under the impression that I upgraded, there was nothing to prepare me that it was somehow handled wrong as an activation, until I began to phone to enquire about the debit order. By then the time did lapse, but this is totally a different situation, this is not me as a customer not happy with the device after it was delivered with me. So I don't consider the time-lapse as applicable to my situation. I also made the suggestion that I will keep the device, but that it should only be activated and charged to my account once my existing contract has come to an end, which should then be stopped altogether, and then they can do a sim swop, and I will continue with the new contract. Apparently they couldn't do that either. In the mean time I am now charged for two contracts, which is not acceptable. I would really like to have urgent feedback regarding the fact that not one of the consultants I've spoken to telephonically before Aviwe, did anything to resolve my problem. I insist that all the phone calls which was made from my phone ********** 084 to Vodacom since 18th April, be retracted and the relevant consultants who took the calls, explain why nothing was done about it. Due to this I am on the verge of cancelling all my contracts with Vodacom and make use of a different service provider, after 10 years of satisfactory service.