Delayed service with added expenses

I phoned in on 18 Dec to change my expired contract to something more affordable. I was advised that I could not choose the option that I wanted. I then settled for another contract but immediately afterwards I realised that this is not what I want. I phoned in to completely cancel my contract also on the 18th of Dec and the cancellation consultant informed me that she would cancel the upgrade I had done earlier and give me a data deal of 20g (10gb day and 10 gb night) for R129.95. She would have contacted me to activate once the other renewed contract was cancelled. I phoned in again on the 22nd and spoke to "Fortunate" who advised me that nothing was done and nothing is on the system. But she will do the cancellation and phone me to activate the 20 gb contract. I phoned today and spoke to Genevene who transferred me to Mpho from cancellations. Mpho was rude and told me that she could not assist with the upgrade and says she cancelled the current contract. Now I have to pay increased fees and can only upgrade end of January. This is totally ridiculous that because of Vodacom's incompetence I am told to wait as the client and incur additional expenses. Please rectify this matter ASAP as in 48 hours I will be logging a case with ICASA.