New contract instead of upgrade

I am honestly doing this as a last resort. I app**** for an upgrade online in March 2018. Instead of being given an upgrade, I was given a new contract. I have being paying off 2 contracts since then. I finally thought I had found someone to help me in June and was told the contract would be cancelled and my money would be refunded. This has not happened. I have been in to Vodacom Cresta and they have said they can't help me because I did everything online. The online people cannot help me because it's been too long since March. I did not even receive a new SIM card and have never even activated the other number. Vodacom has phoned twice while I have been teaching and left voice mails saying they would phone back. I am still waiting. I simply cannot afford to pay off 2 contracts, one of which I didn't even ask for. I am beyond desperate and frustrated.