********** charges and shocking customer service to resolve

I was contacted by a call centre agent and offered a new plan as my previous contract had expired. I was hesitant as I was happy to go on a month to month basis. I also advised her that I did not want to be paying for handset for the next 2 years. She insisted that I would not need to pay for the handset.. I reiterated this during the conversation, explaining that I had previously been told that the handsets were no longer free with plans. Sure as hell, first invoice I get with the new contract, I am charged for the handset. Then the frustration of trying to get hold of someone to speak to resolve the issue. Finally on the 18th of June I received an sms with reference number and the assurance that I would have an answer at the very latest within 14 days... on the 24th of June I received a call from vodacom assuring me they would have an answer for me before the end of that week... I am still waiting and still paying. I can only guess that they either cant find the promised voice recording, or they are deleting the parts that don't suit them. Absolutely shocking and ********** service.