Vodacom is pathetic

Done an upgrade online and done a follow up call. Paying my bill via prepayment eft and still a debit order being run. Returned the debit order with the bank and being called for arrears. Called upgrades and transferred to retentions to verify my id twice. Just to be told that must pay both the old and new handset's till the initial 24 month term is over. No one bothered to inform me prior to the upgrade or while waiting for the new handset. Trying to call upgrades but as my account is in arrears I am automatically transferred to retentions who cannot put me through to upgrades nor give me an email address for them. ***???