Terrible service

I received a sms at the end of January stating that my current contract is due for an upgrade. on the 1st of February. Went instore on the 3nd of February to do the upgrade as i no longer had a phone as my current one was giving me problems and was told that I couldn't do the upgrade because they first need to load a finance deal as i can only upgrade to certain phones and I chose a different phone and the process will take 48hr. Checking the status of the procedure on the 5th of February, it said that I don't qualify for an upgrade.

On the 6th of February I went onto the Vodacom site and did an online upgrade with the phone and package of my choice and was told there was next day delivery. A consultant contacted me a while after to confirm my upgrade order and delivery details. The phone was delivered to me on Thursday the 8th of February and the line was activated on the 9th of February.

On Saturday the 10th of February I found out, only after having made a phone call to a family member, that I have a new number and no longer have my old number. I immediately contacted Vodacom customer care and queried the new number as well as a large amount on my bill that was to be debited at the end of the month.

The lady at the call centre then informed me that my line was indeed a new contract line and not a new upgrade that I had app**** for when doing my online upgrade and that the amount was only pro rata and might still change.

On Monday the 12th of February, I contacted Vodacom again and was put through to the online upgrade department where I was informed, after explaining the situation to the consultat, that there is a glitch on the online upgrade system and that at times the upgrades are not generated or get put through as a new contract line. The consultant then assured me that it was not a problem and that she would immediately cancel the new line and put through the upgrade on my current line. She also informed that they would have to, at no charge to me, have to collect the phone in it's original packaging in order for them to send me a new phone but on my upgraded current contract.

On Wednesday the 14th of February RAM Couriers came and collected the phone. Up to date I have received no feed back or update on the status of the new phone. I got off the phone with Vodacom 5 minutes ago and the consultant at the upgrade department informed me that the new line was never cancelled and my upgrade order was also not put through. She then also informed me that the initial package I chose for my upgrade is no longer available and I had to now choose a different package, which costs more and that the new upgrade will take another 2-5 working days, which means I might only get the phone sometime next week. Vodacom is also now billing me for a phone and contract I can not use and don't even have in my posession anymore.

I really feel that this terrible service from one of the biggest cellphone networks in the country and they are now making their ***** up my problem.