Online upgrade nightmare!

Upgraded my contract online in April. My next bill showed that it hadn't been upgraded but that V had given me a new contract. When I called I was made to feel like an idiot and told it was my mistake. I KNOW I upgraded and did NOT order a new line. Eventually someone I spoke to confessed that it was a system error and NOT my mistake. Why not just accept responsibility from the start and sort out my problem? After much fighting and arguing I was told that I could send my device back and cancel the contract. I had already transferred my whole 'life' onto my new phone and would have liked to transfer the new device to my old 'upgraded' contract. This, I was told was impossible. Eventually I figured that the only was forward was to actually send the new device back, cancel the new contract and upgrade the old one again at a shop. The device was collected and eventually I was given the go ahead to upgrade. I was told that the charges would be reversed on my next bill. I received the next bill for R965 and assumed all was well... until the end of the month when my direct debit came through. The sms from my bank showed that around R11000 had been taken from my account. This I later found out was due to balance of canceled contract fees. No warning of amount to be taken, you just reached into my account and helped yourselves. Vodacom. I want my money back! Of all the people I have spoken to in your organization, as well as the online LIKE MINDS group, only the two young ladies I dealt with in your shops were pleasant. Everyone else I have spoken to or emailed has been ****y and arrogant and completely undeserving of the job they hold, and definitely not someone I would want to associate with my brand. I have been a customer for nearly 20 years... and never unhappier than now.