Phone Upgrade Nightmare Upgrade date updated and no new handset and no contract signed!

In April 2018 Vodacom's Rewards program sent my laptop anti-virus software that I did not order. I did not think much of it until I tried to upgrade in May 2019 and was informed I cannot upgrade due to the open Rewards order. It took me a month of being sent from pillar to post to finally get this order closed (and sending the unopened useless software back). On Friday the order was finally closed but to my horror my account has now automatically changed the upgrade date to Feb 2021 (I was due Feb 2017), and my account is billed with R900. I have not received any new handset, have not signed a new contract. I have already dealthwith Boitumelo Nhlapo Executive Client Liaison Officer from Vodacom re the open order EC-1R4W-2K4O43 and now this..........4 weeks down the line - I desperately need a new phone before I travel overseas in a few days time. PLEASE HELP I AM DESPERATE AND VERY FRUSTRATED. Come on VODACOM please sort this out.