upgrades done instead of cancellation of contracts

On the 22/06/2017 I received a call from Vodacom, telling me that I had two cell phone accounts that were not being used, by me, but still on contract, what would I like to do with them, as they are due for upgrade? I told them that I was actually aware of the one, which belonged to my late son, who passed away in May 2016, and that I was meaning to come in and see if given the current situation, I could cancel this account, but did not yet get a chance to do it. The other one, being a laptop contract, had expired almost one and a half years ago, phone had never been used, and I thought it had been cancelled – I requested BOTH to be cancelled. The operator was friendly, and offered me condolences, etc and told me that it could be done, and I was assured that this would be done. I was rather impressed because I had thought that the service was awesome, them calling me and me being able to cancel without all the running around…….i received all the OTP’S for the two contracts, but read “your upgrade OTP” when he called me back and I questioned this, asking if this was definitely a cancellation, and was told that it was, he even told me that I would be called with my new debit order amounts, which would be considerably less, etc etc, so I accepted this. Needless to say, this call never came, but …… on the following debit order, I was debited more than double of my usual amount. I immediately went into Vodacom Pavillion, to find out what the heck was going on. They checked the records, confirming the call definitely came FROM A VODACOM CALL CENTRE, but the news I was given did NOT impress me, instead of cancelling, the contract was upgraded, and I was supposedly issued with a new i-phone. Now, I have NEVER received an I-phone, and further more I would NEVER upgrade and pay that much for a cell phone contract. The whole reason for wanting to cancel was because i was out of pocket with having to pay for a contract that my son normally paid for.... i could not actually afford this cost. I then had to go and get an affidavit signed at the Police station and return this for investigation, which I did – and in the interim I had my debit order returned, as I could NOT AFFORD losing that much money. I was then contacted via sms on the 07/09 – message read: Dear client, Kindly note that your upgrade dispute has been received for further investigation. Regards Y Haripersadh – I then also received a call telling me that this was being sorted and that the account would be rectified and a refund/credit would be passed, that was the last I heard of my investigation – I thought this had been rectified, as I then started receiving a statement from Vodacom for the phone I am using, for the correct amount, which I had never received before, which I now pay by EFT, and no debits have been deducted, so obviously I believed all was corrected,…………… BUT then suddenly I start getting a voice recorded message telling me that I must kindly pay R 1 995.00, or there abouts. What has happened to the “investigation” and why have the contracts not been corrected? Why have the contracts that were meant to be cancelled not been cancelled? This has been ongoing for almost 5 months now, surely this should have been rectified. I am a bit concerned to even contact the call centre, as this is where the whole problem generated from, and the call i receive is only a voice message, giving me only a date option to when i will pay, there is nothing there that gives me an option to query, or to speak to an operator....