Vodacom upgrade blunder and useless customer care

Decided to upgrade my phone and smar****ch on Vodacom online platform. First issue was no stock on the device, while online showed stock. Eventually received my parcel on Friday the 18th of March 2022. Opened the box only to discover that there is NO Sim card in the parcel. Phone customer service to find out if my old Sim would suffice. The agent informs me that it's not an upgrade, but a completely new contract with new number.

Being through the whole stock issue debacle, I told the agent that I would think about keeping the new phone and number because of stock issues.

Saturday morning of the 19th I went to the local Vodacom shop, checked if they had stock off Handset and watch. They had and decided to upgrade my old number rather, which I've had for the last 20 odd years. Agent in store advised that he could not cancel the new contract, because online was a different department and would have to phone them. Phoned them once I finished at the store and chap canceled the new contract. He then transfered me to another guy to arrange collection. Arranged collection and verified pick up address. Now over two weeks later, device and watch has still not been collected. Got debited for new contract. Spoke to multiple agents today from various departments and know one can resolve my issue or tell me when stuff will be picked up. One department claims they cannot see the new contract on my name, other department tells me that the contract has not been canceled!!!.

They can only find recordings off calls for the Friday the 18th. Cant find recordings fir the Saturday to confirm if I did cancel the new contract.Gave them the time and number I phoned on the Saturday and how long the call duration was from my call History.

Issue still not resolved, still waiting for agent who was supposed to phone me back. This has been a terrible experience