No cellular service right after new contract upgrade

After doing an upgrade on my wife's contract on 30 November 2018 all services ceased to work on the morning of 1 December 2018. After speaking to numerous call center agents I was informed that the upgrade did not 'kick in' as expected and that a service order request needed to be logged because the department responsible was closed on the weekend. On Monday 3 December I followed up again, only to be notified that I have to wait 4 to 5 days for anything to be done, meaning no phone service for another week due to no fault on our part. I cannot ask for the upgrade to be done again. or cancel the contract. This is absolutely ridiculous and unacceptable that I am held hostage in a situation where Vodacom makes a mistake and I have to simply be patient and wait on them to sort it out. I'm cancelling this contract the moment I am able to and going to a different provider.