Upgrade confirmed as *****, debit still taken

I reported a *****elent upgrade to Vodacom on the 02/02/2016. It was confirmed via sms on 11/02/2016 by Mlu that a *****elent upgrade was indeed done on my behalf last year August, and that I would be refunded all monies taken, and given a report of what happened within 14 days. Not only has that not happended, but Vodacom debited me the *****elant amount again now in March. The call centre couldn't put me through to the ***** department as they were \offline\". (How can you be offline, if your trying to call someone?!?!). I've sent 2 emails too Vodacom, and no response yet. Phoned the call centre again yesterday, they said theyll re-route me to the *****s department, and after 3 attempts, I just kept on going back to the \"root\" menu as you do as if you're phoning in the first time.<br> As promised, I want me refund to be done and my current contract cancelled with immediate effect, or i will report this to ICASA and the telecommunications ombud. Obviously, noboday at Vodacom is interested in offering any assistance in this matter, so I'll take it further from my side."