VODACOM BAD SERVICE ON MY UPGRADE

I APP**** FOR UPGRADE ON THE 11TH AS IM DUE FOR ONE, SO I PHONE AND WE DO THE WHOLE PROCESS, AND TODAY I PHONE AS NOTHING HAPPENED ONLY TO BE TOLD THEY NEVER COMPLETED THE PROCESS AND THE PERSON NEEDS TO CONTACT ME AND NO ONE THERE CAN HELP ONLY THE PERSON WHO DONE MY APPLICATION AND NOW MUST WAIT 24 / 48 HOURS AGAIN. SO NOW WHAT SERVICE IS THIS. AND MY BILL JUMPED FROM ABOUT R750 TO R1055.00 ON NUMBERS I KNOW NOTHING ABOUT... WHATS WRONG...WHY CAN VODACOM NT DO THERE JOB, BUT QUICK TO CUT YOUR LINE OR HAND YOU OVER