Unauthorised delivery charges and overall bad experience

I did an upgrade online. Since I am keeping my phone and sim, just doing a plan change, I selected sim only and the plan. I approved everything as they showed which was just confirming the monthly amount times 12 months. The next day I started getting sms’es about a delivery from vodacom. Since I am not expecting anything I phoned the online call centre. They confirmed that I will get a new sim. Even though it’s an upgrade to an existing line which I have done multiple times over 20 years. Never did I get a new sim card.

That evening I got an email with an invoice of the monthly agreed amount plus a delivery charge. There was no mention of any delivery charges when I did the upgrade. Since then I have emailed which bounces back even though it’s the email address you post on your mails and invoices and I have asked your FB team for an email address etc. I am not sure if it’s a real person answering on FB but we spent a whole day talking in circles. It sounds like a bot. It just keeps asking me questions that have nothing to do with the issue. And it keeps asking for my contact number. Then it asks for an alternative number. Why? This is a normal sim inside of a phone. It can get calls. I told them and the person yesterday the same thing multiple times. But then they talk in circles again. Give a contact number. How many times must I give my number??

I gave 3 stars instead of 1 as Vodacom in general isn’t bad, but not only was the delivery fee a surprise and unnecessary, the terrible service afterwards has been frustrating to say the least. Please fix this.