Horrible experience with Vodacom - pathetic service

Vodacom customer service is terrible, never had this kind of experience with Vodacom in the past the level of help and service has been pathetic in the last 3 months when seeking help, I have upgraded a contract online like I have been for years on other numbers, no one contacted me, I received the devices like a week later, still no one contacted me, I assumed all is well with the upgrade, only to find out they sent me a new line when I decided to log in to the My Vodacom App, seek help from them, almost 2 hours and 8 people later, still didn't get help, requested to speak to a cancellations manager, she advised will call me back but didn't get a call, when I called in today they say that she is extremely with other customer and they do not know when she will return my call. received a statement today showing a bill for the new number, yet I didn't even use a new sim, it seems they can't even get back to me and help me but want to debit me such a big amount for something that is not my fault and sim that I did not use as I was not aware nor did I want a new line, they customer have to run around like crazy just to try and get assistance, at least keep communication via email or something, with them there is nothing , not even reference number

No one called, sms or email me up until now but they will debit my account soon for something i didn't even know i had