New line opened instead of upgrading on existing number, I don't want the new mumber, come fetch your phone

It has been 30 days waiting for a call from vodacom to come collect their phone. Vodacom does not give clients reference numbers, I was told its for internal purposes, I was promised a call by a supervisor since two weeks ago and no one has called, I logged a complaint with hello Peter week ago and received response that some one will call me, I'm still waiting and my account will be debited on the 23 for a line I did not request to opened. What is upgrade in vodacom terms? Does it mean new line or upgrade on existing number, clearly with vodacom consultants it means something else, pathetic service