Poor service and blatant ********* conduct

I have had two really bad experiences with Vodacom Customer Service/agents recently. Firstly my daughter's Xiaomi Redmi phone was a dud from the start and no amount of software upgrades etc. could fix the endless problems. I was eventually told that they could not replace the phone as it was handed in for repair after 6 months. That would have been after 3 visits to a Vodacom branch for assistance over seven months during which time none of the service agents advised us to hand in the phone for repair within six months. Eventually after endless back and forth and written and verbal complaints they escalated the issue and the phone was replaced because it could not be repaired.. Secondly, I received a call from an agent a while ago for an upgrade offer that would not cost me more but actually save me money. That seemed awfully suspicious but I was reassured at least twice that I would not pay more. Recently I started receiving threatening SMSe to settle an outstanding amount of R178 which it seems was now added to my bill. I sent a complaint through and was eventually advised to speak to the Upgrades Department to resolve the problem which they caused in the first place! This is the second time this has happened and it took forever to get the first "upgrade" reversed. I would have canceled my subscription immediately if it was closer to the end of the term. This kind of behaviour is *********, **********, and completely unacceptable.