TOTAL BAD SERVICE!!!

Totally disgusted with the service from Vodacom, my wife got a phone call from Vodacom saying she is due for an upgrade, they then told her about promotions running. She then agreed to the one promotion as was told new debit order of 350 odd rand will go off on 01/10/2019. She asked the sales consultant if there would be any additional cost and she was told no just the new debit order for the new phone. She gets a statement for the month of October saying R1200 would go off on 01/10/2019. She then phoned Vodacom and explained the situation, they then said they would listen to recordings and get back to her. They then phoned her and told her, her claim is invalid and not true. My wife then asked Vodacom for the recordings of the sales call to listen to where she agreed to this amount going off. The guy then told her he can not send it we must go to a Vodacom branch to get the sales calls. I work in the financial industry and according to the FAIS Act this is not how it works, calls must be made available to clients immediately. To this day we have not received any calls and nothing has been resolved and now this debit order is going off tomorrow. Who in their right mind would agree to a debit order of R 1200 if it should only be R 350. The debit order will be reversed until this matter is resolved. This bolls up happened with the previous upgrade as well. Please can we get urgent help as this leaves a real bad taste in my mouth.