Not getting any help from vodacom

I am posting this on behalf of my Mother, T JONKER.

As an old Vodacom customer I feel extremely let down with the service I have received from Vodacom. At the end of May I spoke to my son, who said he’ll help me upgrade my number online for a new iPhone. He did this, but apparently made the mistake of selecting new line instead of upgrade. I received a confirmation call, but being in a hurry at work and not fully understanding the terminology I didn’t realize that a new line was created, not an upgrade done. I was told on the confirmation call that I have a cooling off period of 14 days, but because I didn’t receive an invoice at the beginning of June I wasn’t able to detect the problem. I only receive an invoice in July, and immediately reported the problem. If I was invoiced correctly I would have been able to pick up the problem within the 14 day cooling off period. I feel that Vodacom should look after their customers better than this, that I’m human, a mistake was made, but surely it can be rectified? I’m not saying come fetch the phone, all I’m asking is that you see things from my side. I wanted to do an upgrade, can you please cancel the new line that was created an instead process the phone that was given to me on my existing number? My request reference is ***.