Vodacom fails again

I upgraded online last week. I received my phone on Wednesday together with a new sim card. I phoned the helpdesk to request that it must be changed to an upgrade and not a new line. I was told to request a cancellation and the phone will be collected. The phone has not been collected and I was debited by Vodacom today. I want the phone collected and refunded. I will go to another service provider. Obviously Vodacom can not fulfill a simple request. Please call me on *** (The line I wanted to upgrade)