Not adhering to upgrade package deal

In August 2017 I tried to upgrade my cellphone with Vodacom on their website. I went through the whole process online, all the upgrade packages for the S8 included a free J5 Samsung phone and another airtime subscription all stated as being free on their website. The order I placed online never went through according to Vodacom when I phoned them to follow up. So I had to do the upgrade request over the phone and confirmed that it was for free. Service was great and the parcel received. But at the end of the month I was billed for the "free" phone. Upon following up with them in October the lady at the call centre said she can see that it was billed incorrectly and after speaking to her manager she told me that the refund for the past payments will be made and confirmed that I will not be billed for it again. I even confirmed that with her. But unfortunately no refund came through and I was billed for it again. When I followed up in December I was told that the lady incorrectly loaded the request and he loaded a new request which will be investigated and in 3 days they will contact me. Yet again, that did not happen. Got an sms saying it is being escalated and then another saying the request is closed - no other feedback. So again I phoned, which was greeted with much frustration. Was sent from pillar to post with no feedback other than that they needed to listen to recordings??? Why needing to listen to recordings if that is what they offered on their website? And that I needed to speak to Upgrade department which seemed to be mission impossible. Still no closer to resolving it and again money taken from my account. Why advertise and get customers to accept your offer, if it is false advertising and going back to what was agreed upon? Shocking!