Unauthorized charges after cancelling

I had a Home LTE Contract that came with a PS5, but because of non-stop connection issues, Vodacom suggested a free cancellation. The agent explicitly promised I wouldn't pay any penalties or for the console. Now, I'm being billed anyway. I've called a plethora of times and asked for the call recording, but nobody gets back to me. I keep getting bounced between agents, managers and departments, all of whom just make an empty promise of escalating and getting back to me. This has been happening since May 2026.