Poor and confusing service and still NO resolution after numerous calls.

I upgraded using the online service, but to my dismay a brand new contract was created and added onto my existing one. As soon as I realized this, I phoned the call centre where an agent assured me that this happens all the time and even that this is a known glitch on the website. She cancelled the new contract and arranged for a pick up as the handset had already been delivered. She also helped me to upgrade to the correct plan, etc. as initially intended. She said that the costs (already deducted) for the wrong new contract will be reversed. At this point in time, I have received my new upgraded handset and the other one was returned. But there was no reversal of charges to date, in fact, my bill (yet to be paid) for this month includes both plans and handset costs with an additional charge for the upgrade (I thought the whole point of doing it online was that it is free of charge!). So basically my billing is a mess and whenever I phone the call centre they just assure me that everything will be cancelled, etc. But when? Even the app on my phone shows an additional number, but I don’t have access to it. I wanted to email the accounts department, but apparently you can’t anymore. Your only option is phoning - which worked wonderfully thus far. Any help in this regard from Vodacom would be lovely.