Dishonorable Vodacom Rewards online agents

Good afternoon, I have a long standing cellphone contract with Vodacom and was always very satisfied with the assistance and service I got in the shop if I needed it. A few years ago I took a data package separate from my cellphone contract out at vodacom rewards. I had a separate number for the Sim card and a portable internet router. Each time when it was time for the contract to be renewed I did so online without any problems. So in June 2024 I was contacted by a representative again as it was time to renew. I was offered a lot more data per month for the same monthly payment that I was paying at that stage. I was then informed by the friendly representative that my cellphone contract was also due for an upgrade later in the year. I told her that I was aware of due upgrade on my phone, and I would do that in-store as I was previously bitterly disappointed when I did a online upgrade on my phone. She then made a comment that I am paying a large amount for the data that I receive on my cellphone contract per month. She then said to me she is able to do a deal for me to bring down the monthly data cost on my phone contract without it having an effect on my phone upgrade later in the year. She told me the amount that I would save and I was thankful to save a few rands. I categorically asked her if she was sure that it won't affect my upgrade. She reassured me it wouldn't. A few day later I recieved 2 sets of Deo Fusion speakers as a "reward" for my years of being a valued client. I went to Vodashop in Highveld Mall to be informed that I would be able to upgrade my phone at the end of October 2024. I was unable to return in October and only went back in February 2025. This time I was informed that I upgraded my phone contract with a migration in June 2024 an could therefore only upgrade in June 2026. I was adamant that there was a mistake somewhere. Alice who assisted me in the shop made a phone call to customer service and after we both spoke to the agent it was agreed that they will listen to the recording of the conversation I had with the agent who assisted me in June to upgrade the independent data package and then they will communicate with Alice. If they found my version to be correct they would proceed to reverse the transaction that took place on my cellphone contract last year. A few days later I received a text message to inform me that one sets of speakers had to be returned and as soon as the speakers arrived withe them +- 3days later the refersal will be done and I could the upgrade. I have been back to the shop 2 or 3 times now. Each time we phone Vodacom rewards just for the phone to be cut of mid conversation after being transferred from one person to the next. The result still remains the same. I have done what was asked of me and returned the speakers via the courier that came to my workplace to collect and return it to Vodacom rewards. Let me mention that I used their courier. No progress from Vodacom. I can still not upgrade my phone.