Vodacom - communication's prince or pauper?

I upgraded in the first week of April. Took the telephonic root and chose a package deal. The new product was delivered on 11 April. On 12 April, the very next day, I phoned in again to cancel the upgrade and requested that the courier service come and collect the product, as you can not hand in the product in person anywhere. (customers have 7 days in which they can return the product according to the T&C's.) The agent supposedly processed the cancelation and said the product will be collected in the next week. Since then I phoned in atleast once a week for the last 6weeks. The product is still in our possession, unopened. The big issue is that I need an upgrade as my phone is giving me a lot of problems, but I can't upgrade until the cancelation has been processed and the product collected. All the while vodacom has charged me for the higher priced, new contract, although I have not used it at all. This is the worst service I've ever experienced! This after 28years of loyal commitment with several contracts and without ever failing at my financial commitment with them.

This is unacceptable! The big corporations that think they are untouchable by our mere middle class citizens. Enforcing and ignoring their own T&C's as it suits them.

What am I to do?!