Vodacom is the worst service provider

I have never been this frustrated with a company. They are difficult to get hold of and they don’t respond to emails. My upgrade ***** case is still open yet they confirmed it has been resolved. They have not refunded me, I received a statement this morning that I must pay over R10 000 by 31 January. I have asked them to close the account due to *****, as I was on a month to month contract. I don’t understand what I’m paying because they owe me. They not accessible yet they work with customers, how do we continue to get ****** like this by service providers. Vodacom I want my money back and I’m not paying you for an upgrade that had nothing to do with me.