VODACOM: Most Awful Service Costing Their Customers

I upgraded my phone about a month ago. I have two lines with Vodacom. The upgrade was done online and I received the confirmation by sms, and was happy. Until I got my bill due for this month. They upgraded the wrong number and as a result I am now billed and required to pay for two packages when I only upgraded one. Calling the contact was a different nightmare. I spoke to so many agents and no one could assist. I was eventually told that the only person who can help me is the one who did the upgrade. And this person will call me. I'm still waiting. I tried again to contact them, but you are kept on hold for up to 20mins. It's unfortunate. I've been with Vodacom since 2010. I regret upgrading with them and wish I had gone to a different service provider. This is the most awful service. And now I have to pay for their mistake. It's more infuriating that you cannot speak to someone face to face.