Disappointed long term customer

In December, I tried to upgrade taking advantage of the black Friday deals. I used the call centre to facilitate the upgrade. I was told that it will take around 7 days to get my new device but I never did. In Jan decided to go to Vodaworld to enquire what had happened, and I was told the upgrade was still pending and there's nothing they could do since I used the call center, and I had to call again to cancel the upgrade that never happened. I called and cancelled and was told that my status would clear and allow me to upgrade. Today as I speak, Vodacom has renewed the old contract I have for another 2years without my permission for an upgrade that never happened. Call centres have been useless, tried to escalate but dololo action.