Loyal Vodacom customer disappointed with service received

So disappointed with the service received from Vodacom and The Rewards co. After speaking to a sales agent at the rewards co on behalf of Vodacom I was under the impression that I was getting an upgrade to only find out that the sales agent sold me a new contract after repeatedly referring to an upgrade in the sales call. I cancelled the new contract and sent the new phone back after a month as I was debited for both contracts which I did not agree to. Once the phone was sent back I asked the rewards co to promise me that the contract has been cancelled and that my account will no longer be debited. The promise was not kept and my account was debited for 3 months. After countless emails to Vodacom and no response only once I mention Hello peter and the ombudsman do I get a response. The phone was sent back in November 2020 and I am still waiting for my refund from Vodacom. I have tried to ask if the matter can be escalated due to the poor service recieved but have been told it will take 14 working days for the refund to be done. No one has taken it seriously or gone out of there way to assist me. I have been a loyal client to Vodacom for years and so disappointed in the service received and the amount of time I have had to wait for a refund with my hard earned money.