Vodacom bad service

I am furious with vodacom as I have made many attempts to phone them to collect this default phone. I did a upgrade and on the 12th of June they delivered the phone. The next day I phoned them to advise that the phone is default, they said they will send the courier, 7 weeks later still waiting and now they have debited my account for a premium of R199 for a phone that I don't have any use of. After many years I want nothing to do with them and want to cancel my contract. I've send emails last week to customer service but no response.