Vodacom service is a disgrace with no help from anyone

I am sitting with a massive problem and trying to assist my elderly mother with a internet contract.

We received a call from Vodacom online advising that the one contract will be coming to the end at the end of September 2023 and they would like to offer us a new contract with a Alcatel wifi rooter with 250 gig of data instead for only R270

Current contract was R333 for 100 gig so we said its fine. I confirmed a couple of times on the call that the one contract will end 30 sept and new one start 01 October so that there will be only one debit order. It was confirmed, yes mam. We are sending through a note to cancel the the old contract.

After confirming a few times at the store and calling the cancellations department it wa said the contract was cancelled.

Fine, new rooter and sim we only opened on 1 October as good people as the contract starts 1 October. Since then we have not been able to get signal on the sim card. Tried it in another rooter, a phone nothing is working. Go to a shop, only to find out that the old contract only expires 06 October and was never cancelled!!!!! Double payment!!!!! And now we must rather buy a new sim as its seems the new contract sim is faulty.... Ok fine bought one. Go home tested again no signal!!!! Called the call center again last night they advised that the sim is working, had data and is active but no one in vodacom can answer me on why there is no signal but all other Vodacom devices have signal!!!!!!

We are now sitting with Contract not cancelled New contract not working

And no one in the call center or shop that can help us. 20 years she has been a client paying almost R2000. This is a disgrace!!!!!!!!

Call me before I go to the ombudsman