Terrible upgrade experience

Over a week trying to upgrade my contract - no success.

I have no amount owing on my contract and have been eligible for an upgrade since December 2017.

I first tried upgrading on the app, which was disastrous. I went online and completed it there. When I received the confirmation sms the monthly fee was R220 more than what I had signed up for. I have been into store twice, greeted only by incompetence and shoulder shrugging.

Next I tried the online chat, I was referred to upgrades. I rang upgrades, was referred to online. I rang online and was on hold for over ten minutes before being told they too can do nothing and I must wait for confirmations dept to phone me.

I have tried to no avail to contact the confirmations dept to try and sort this out. Now what? Am I expected to pay the R150 in store admin fee due to Vodacom not being able to work through their silos and sort out a long standing customer? I am honestly disgusted and highly disillusioned with this company.