Downgrade and billed for an item I never received.

In March 2022 Vodacom emailed me to say that I qualify for a downgrade. I signed the papers and I continued to apply for a smart watch. I signed and returned all documents. By end of April 2022, I still have not received my watch. Now, 3 months later I am being billed for the 3rd time for a watch I dont have. When I emailed the Vodacom representative that helped me, she politely said I cannot apply for a watch without another phone. When I went in to a Vodacom shop, they said you can do it. So, I reverse the downgrade as suggested by Vodacom for my refund. Now, they put me back to my previous package, corrected the invoice by removing the watch, but still no refund! So if I want to downgrade back to the package Vodacom offered, I have to pay. I want my money Vodacom!!!