Faulty contract, unable to reverse/cancel

Your cancellations department convinced me not to cancel my contract since I've been a customer of Vodacom for probably over 15 years. Anele was the person who helped me over the phone. She offered me Covid relief, which was never done, and the contract she gave me is not what we discussed at all. In trying to phone them back to reverse the faulty contract, my call was dropped upwards of 6 times.

Now I've received an invoice showing that my old contract was never even cancelled, so they want me to pay for the old one and the new one I never agreed to. I went to the Vodacom shop, which was an exercise in futility as nothing was really done to remedy any of this, and I was basically told to wait and see at month's end whether the contract was cancelled and reversed. I was also told that there wasn't really anything I could do about this other than to phone the cancellations department again, which I obviously can't do if the calls keep getting dropped.

I keep getting SMS's that say that my query has been attended to, but then nothing has actually been done.