Upgrade dept useless, no returned calls even for Red package customers

Called 1958 spoke to Thabang on 31 January 2019 between 3 and 4pm.Wanted to do a downward migration of my Red package, he offered me an upgrade where i don't pay the penalty. He said he would process it but never did. The main reason i called on the last day of Jan was i wanted it done before the start of Feb so that i do not pay the penalty as well as the additional Red subscription. Checked on 1 Feb not done. Called and spoke to 1958 Friday morning said someone would call me back. Called at 15:30 since i heard from no one, spoke to Thabang after being on hold for 40 min. He said he would resolve it as he was having system issues with the upgrade. He never called me back, this was 1 Feb 2019. On the Tuesday 5 Feb I called again to follow up between 15:30 and 16:00, escalated to the team leader Christina. She said she would contact the admin department and would get back to me. She never did also. I called back to speak to Christina on 7 February 2019 and she said he was working on it, still NO CALL BACK AT ALL from Vodacom in the last 2 weeks. I want a recording of that first call with Thabang on 31 Jan between 3pm and 4pm. I now see I received a bill for Feb for the full RED package…how useless! I am a Red customer with 2 red packages, averaging +- R3800 pm on my bill and this is how Vodacom treats customers they want to retain. I understand having issues but promising and never returning my calls are a BIG PROBLEM. I want a recording of my first call…I called for a downward migration and was prepared to pay the R1800 penalty. BUT, I am not going to pay for my Red package for this month because 1958 was useless and I want this resolved immediately. I want a written response from Christina as well as a call apologising for her terrible service, and she’s the team leader! No wonder her staff is just as bad. I want this resolved immediately, will take this further if I need to!