Dissapinted with VODACOM

I have not had feedback of my cancelation. My phone was collected on the 17th August with collection ref CTTYVLDLQ. I been on calls numerous time but keep getting told they still assessing the return.

The only reason for the return is that customer care told me I cant port my number as this is a new contract. I still like to port my number with same contract and device , but no one can help me resolve this situation. Please also not I have already been billed the day after the device was returned , I would like someone to please expedite this before I hand it over to ICASA.