Upgrade to new contract?

I upgraded online for a new device, however for some reason Vodacom activated a new contract which i did not request for, on the 16.10.2017 a debit order of R296 went off from my account without any communication from Vodacom. i called in on the 16.10.2017 spoke to Katlego and she advised me that the debit order was for a new account and she is unable to assist at the moment and that i need to call back on the 17.10.2017 as the aftersales department was closed already, she provided me with the contact number , i have to say she was very professional and new what she was doing and did not mention once to me that she doesn't know. I call vodacom on the 17.10.2017spoke to Gugu who was very unprofessional i have to say she does not have telephone s****s i have to say, she did not assist me with my query she did not even try to see if she will be able to assist, but advised me that i am through to the aftersales department and i informed her that its with regards to an upgrade which was done on the 09.10.2017 yet she told me she cannot help me and said she will transfer me to the correct department than came back to me and said she will give me the number than i need to call them, she did not tell me that the department opens at 9am she told em after i asked why is she giving me the number. Called Vodacom again ********** 7 spoke to Elton not in the online department and he advised me that there was a new account activated for me I asked him why and he was unable to advise me i asked him about the refund on the debit order and he was unable to assist or advise and he just told me that he will provide me with the number for Vodacom Direct which is the sales department. Called the department and i spoke to Dineo - very professional and was able to assist and answer me on each and every question i asked, thank you Dineo for being so professional and knowing your stuff, Vodacom needs more agents like you. Dineo advised that they can arrange for collection of the device and sim card, because i don;t want a new contract but just an upgrade. My Question to VODACOM is: why was a new account activated,where as i just upgraded online? i did not request for a new contract and on top of it you did not send me communication that a debit order will go off from my account, nor did you send me communication of a new account. I need you to refund me on my bank charges as there was insufficient funds :-) (because you just going into my account, without my informing) all i wanted was to just upgrade now i have to go through all this hassle and inconveniences. I have to say, for the passed few months you been disappointing me with the service. Can i please have this query sorted out before the end of today. Thank you - very unhappy and dissatisfied client.