Unsatisfactory Service from Vodacom Upgrades On-line & Retentions.

I have been trying to cancel an order for the past two weeks and take a new sim only deal. Vodacom has promised me during telephonic conversations that the cellphone will be collected from me via their courier and a sim only deal will be processed. It is now two weeks later and this did not take place. I am very upset at the unprofessional service from Vodacom On-line Upgrades & Retentions Department as I was dealing with them. This is the reason I wanted to cancel all my contracts and move to another network. This is very upsetting. I think Vodacom wants me to retain the Cellphone as a free gift. Please can Vodacom call me urgently to rectify this matter and process my upgrade before March 2021 billing date. Urgent assistance required, unsatisfactory and poor customer service and care.