Vodacom unauthorized upgrades

I currently hold several contracts with Vodacom, one of which is set to end in December 2023. Upon deciding to terminate this particular contract, I reached out to the cancellation department, only to discover that my contract had been upgraded without my consent. Expressing my concern, the consultant acknowledged that such unauthorized upgrades were not uncommon, attributed to sales consultants pursuing sales targets.

The consultant assured me that an investigation was underway and pledged to rectify the situation by reversing the upgrade, advising me to call after 48 hours to proceed with the cancellation. However, upon making the follow-up call, I discovered no progress had been made. This cycle repeated, leaving me in a frustrating situation where my contract expired, yet I continued to pay for an upgrade that did not provide me with a new phone.

I've been informed that Vodashops are unable to assist, emphasising that only the cancellation department holds the resolution. This experience is both upsetting and unacceptable, and I am unsure about the appropriate course of action moving forward.