Underwhelming Service

I was call for an upgrade and was told the upgrade comes with a router and it will be delivered in 5 days from RAM couriers however 2 weeks passed I still had not received my router, i further went into the branch which they advised I was given false information and there wasn't any router with the upgrade. So the kind consult in the branch raised a ticket for investigation but days after it was closed. Me assuming everything is sorted upgrade has been cancelled I walked into another branch to make my usual payment only to find out I have been billed for the new package which meant the instructions were not carried so I ask yet again why this hasn't been cancelled the rude branch lady from a Sandton store tells me I should sort out my stuff with the call centre team they don't get involved she rudely hands me over a number. So I proceed to make a call the consultant on the line confirms my existing ticket and re-opens it and advises that I will be called in 72hours, i completely forget about it until I get an automated call from a bot who advise i make payment before my services are blocked. Am still shocked that am being demanded a payment for something I clearly asked to be cancelled on the bases that I was falsely sold an upgrade with the incorrect information. So I make a call again and get through a consult who claimed I have never called their call centre and I don't have a ticket and there is no history of my instructions, she proceeds and advises the upgrade is cancelled and that I will return to my previous package as of the 01 Jul 2024, I further ask who's going to settle this outstanding amount she informs me that I need to call another number to log a reversal. So long and short of this story is Vodacom is the pits and doesn't value it's customers and their call centre teams I clearly not trained and allowed to decieve clients in order to make sales. I took one call for them to put me in this mess however for me to dispute anything I have to be sent pillar to post and call multiple divisions to get assistance. This is unacceptable and they need to review their systems to cater to the needs of their clients.