Upgrade nightmare

Vodacom is useless. I tried to upgrade online, there was a technical error after everything was done. I got a SMS with a reference number, advising someone will call me, but if they don't I must phone ***4. I phoned the number and no one could assist, claiming the ref number I have is not something they use.

I also got an SMS advising that I upgraded to a new plan, but I didn't and there is also nothing on my profile.

Do you want me to upgrade or must I migrate? There are much better offers out there, but I have been a loyal customer, however, that seems to be the only way forward.