Upgrade processed after instruction to leave contract as is

Friday 13/05/2022 a Vodacom consultant made contact with my dad to upgrade his contract. After he told the consultant he does not understand and to leave the contract as is, we discovered yesterday that his contract has in fact been upgraded for a further 2 years. I have attempted calling Vodacom 7 times today. If the lines don't get cut off we end up been transferred from pillar to post. First consultant named Kgothatso told me she would have the upgrade reversed and call back within 10 minutes to confirm it was in fact reversed. After 4 hours no feedback so I called Vodacom again. Second consultant named Venchenzo told me he would call back within an hour to confirm the upgrade has been reversed. We are now 2 and a half hours later with no feedback and again calling I just get redirected from pillar to post. Shocking service!