Vodacom ugrade the wrong contract and wants to change my primary contract without my consent

This complaint is made by me, Arlene van Eck although I’m sending it from my husband’s profile (email). In July 2017, I upgraded one of my contracts with Vodacom, online, the number ending with 8814 (which was due for upgrade at the time). I received the phone & extras by delivery. I was not aware of any problems at that stage. I had difficulties when I recently want to upgrade my primary number ending with 3432, which was only due to upgrade 5/9/2017, they said it was already done in July. Vodacom advised me I can upgrade the number ending with 8814! (The one that is already done in July). It is two different packages and I cannot use a different one especially on my primary number! I get sms’s that says that I must do the upgrade on the 3432 number as well every time I log into the Vodacom site. When I could not upgrade my primary number online, I phoned 114 for assistance, they said that I made a mistake when I did the upgrade online and that it is my fault! How is it possible to do an upgrade in July when the number was only eligible for upgrade in September??? Apparently, the only option I had was to go to a Vodashop and they will sort it out there. There is nobody else that I could call and no mail addresses for complaints was provided. At the vodashop in Menlyn Mall I was told that they are going to change my type of contract on my primary number according to the system and that the upgrade on 3432 is still open! I did not authorize that!! I did not upgrade 3432 and at that time it was not due for an upgrade anyway. The assistant in the Vodashop called some department and I was told that the whole online system is causing a lot of problems and it’s not working properly by “Rodwell” the person that answered the phone. He said it was a “flaw” in the online system. He also advised me never to upgrade online again as the system is not stable. He was not prepared to help me to send a complaint from his side. He said the only thing to do was to go home and send a complaint by mail. I was told to go to the vodashop for this mess to be sorted, now I was send home again!!! I called the manager of the shop for assistance and explained everything to him, he logged complains with ref nrs: 1-3408****089549 and 1- ********** ********** . I did not get any feedback since last week the 5th of October 2017. Not even acknowledgement of the complaints from either of the departments. When I called this morning I was just told that I must wait 7 to 14 days, once again there is nobody that I can speak to and no email address. How is that even possible? There must be someone, otherwise who is doing the investigation? The operator said that she would send a mail to the department (that could only be done internally) but would copy me in to speed up the process. The email was never send!!!! I am highly upset about this mess. I need to do the upgrade on my 3432 number and is blocked all the way. Nobody seems to care and nobody wants to assist. My current phone is giving me problems due to age as well. I’ve never missed any payments and have been a loyal Vodacom client for years now. Why must the client suffer if the Vodacom online system is not stable. Why can this not be sorted. On their system, they can see that it was a mistake and that the 3234 number is due for upgrade, but nobody has the authority to rectify the mistake and or assist me. How do Vodacom run their business with people not authorized to assist their clients? I need someone with authority to sort out my mess to call me urgently.