Unprofessional conduct and very bad service

Had an unauthorized upgrade done in February 2017. To date unable to resolve this upgrade matter, this is after numerous phone calls to the Customer Care are which is useless, they can't even put you through to the right department and if you do get through to a department, it's not their problem and they try and put you through somewhere and guess what the call ends to rate them, what a joke. I am still on the line to Vodacom 4th time calling today, to try and get them to reverse the upgrades, by the way are 2 contracts involved. We are going on a good 30 minutes by now and still no resolution and after being shunted from pillar to post and verifying who you are every time even though it's an internal transfer they cite protocol which they themselves don't follow. It's now 15.17 and I am still on the phone with security questions again this is ridiculous. 15.22 still on the phone.