Misleading

Please note that last year I spoke to Sakhile Ndlovu at cancellations because I was unable to upgrade my contract for **********. Sakhile then offered to help me find a better deal for me and promised that he would be able to do just that. then he came back and offered me a deal to take a phone (iPhone 11) and package for R1000 and said I must call him end of March to downgrade my package. then on the first week of February 2023 when I checked on the Vodacom app my bill was R1940 which I then called Vodacom immediately to inquire about what is going on because that is not what I was told then the lady explained that I am on an open plan line not a top up line. I then asked to be referred to Sakhile again then I was told they cannot I then called back and I managed to get through to cancellations I then asked to speak to Sakhile and then I was told his on leave on that day but the gentle man I spoke too asked me to explain my story which I did and he spoke to his manager and they listened to one of the recordings and they heard that he never disclosed the penalty fee to me and said they will investigate and also ask sakhile to call me as soon as his in and that never happened till now. And I want to downgrade as promised by Sakhile but now I am being told that will not happen.