NON-FULFILLMENT of policies

I upgraded my Vodacom contract online, The device I received was faulty. According to the online upgrade policies I had 14 days to return the device post which the contract would be cancelled and I would then be able to re-upgrade. Post logging the return, RAM couriers have collected the device however the contract was never reversed, I now sit in a situation that I cannot upgrade as an upgrade reflects as being done on the Vodacom system. I have logged the problem multiple times, the most recent request reference number that I have received is A1-X1YY-OKG18J (this is the 5th reference number I receive. I have called the upgrades departments on *** and ***4 (online upgrades) each department says that it is the other ones responsibility to cancel the upgrade. Vodacom has acknowledge receipt of the returned device. Under the returns policy it indicates that within 14days the device can be returned post which another upgrade can be done, I am experiencing the non fulfilment of this policy and now pay for a device which is no longer in my ownership. This is a poor service and I would not recommend the use of the online upgrades to anyone. The return was logged on the 27/02/2015