Upgrade mayhem !!!

I have been struggling for 2 years with a problem. The system show i have upgraded which i have not. They have been taking my device fee since end 2021 and i do not have a device. When i ask for the device they also do not want to give it? As i did not upgrade but the system show i have, thus the deduction. I have logged calls monthly, every time with a friendly operator who assures me it it resolved and they will call me back. Sorry for the inconvenience. Month end money go off again and same problem, and no call back. I have asked many many times for a supervisor to phone back, they never ever do. This is terrible service, and taking money for a product not delivered is *****ing in my eyes. Shame on you Vodacom, can not resolve 1 issue? The calls are recorded, but why not then go back on the recordings and fix your problem? If i pay for a device for 2 years i al least want it! Now there is another upgrade done that i asked not to do until all is sorted!