Upgrade issues and charging for unwanted new contract

I am generally not one to make a fuss or complain, but I have been struggling with Vodacom since November last year to get a contract upgraded on behalf of my mother.

She did an online upgrade, but instead of upgrading, she is now stuck with two phones and two separate numbers, and is obviously paying for an extra, second contract that she does not want.

After several visits to the local Vodacom store and endless conversations between different depertments at Vodacom customer care, we were finally told that there is nothing they can do, and that we have to send an email to **********

That was several days ago, and stil no reply on the second email either. Why should it be so difficult to simply port her old number to the new phone and cancel the old contract?

Being 72 and a pensioner, the last thing she needs is to pay for something that she did not ask for, nor wants.