Terrible upgrade management

On the 19th of Sept I upgraded my 2 in 1 deal with Vodacom. This was after an attempt to cancel because the initial request had not been finalised and I'd spent a week waiting for delivery. I request that my numbers be upgraded to the new 2 in 1 deal but only the main number is used and a new number is generated for the discounted airtime. On receiving the phones I move the two numbers to the new phones and 3 days later I receive a bank notification that I have been charged with airtime. I ask why and I am informed that this is for the extra number. I asked for this to be cancelled because the number I upgraded already comes with a promotional line. After receiving the confirmation sms I realise that other contract charges have been added so I request these to be removed along with the extra number. On this note I learned that not both numbers were moved and the new contract must have the attached promotional line because it is deal degenerated. But who made the error of generating a new line when the current line already has a promotional line attached to it: Vodacom. Now I have been advised to return my devices to have the deal regenerated and create the right deal as my request a 14 day phoneless inconvenience. I asked that the number for the promotional airtime be swapped to use the one that should have been upgraded with the main line and apparently in the whole of vodacom this is "impossible". No manager, team lead can override their system to fix their error and I the customer must work on a work around convenient for them. I am simply asking that a service be properly appropriated as my initial request but I must move mountains and risk losing my deal because no one in vodacom can effect an exchange of numbers. What poor service, incompetence and inconvenience is this. I am thoroughly disappointed by the whole chain of command that uses tean leads as gatekeepers to customer service as opposed to being problem solvers.

Kudos to Thabang Mahlafunya who tried to help me despite the endless redtape preventing him from being service agent of the year.