Shocking Service : Upgrade and Billing

I wrote a hello peter report a few weeks ago to report unacceptable service from Vodacom concerning a request to reverse an upgrade that failed to meet my expectations. After weeks of inconvenience and endless calls to the various call centers, and Helo Peter, my cellphone was collected from me , EVENTUALLY! Now I am struggling to come right with my refund for incorrect billing on the account for the device, I shouldn't have been billed for the upgrade in the first place because I returned the device back to your warehouse through REM ages ago. I am not impressed with the poor levels of service from you guys. My experience with this situation has been horrible to say the least. As a loyal customer of Vodacom I expect and deserve better . Please help me by resolving my upgrade inquiry completely ASAP. This has dragged on for weeks now. I did the upgrade in July, returned it 13 days later yet I am still calling your call centre IN September about the same account/device. The phone is no longer with me . I am not getting solutions from your call centre after so long. I AM FRUSTRATED. Come on guys, I am loyal to your brand and don't expect this from you.