What has happened to customer service?

I have been a customer of Vodacom since 1999, with multiple cell and data contracts. One of these cell phone accounts were up for renewal / upgrade which I did in the beginning of November 2017 via their on-line department. I received the upgrade phone (iPhone6) a week later. The phone started to "swell up" after 3 weeks, at which point I contacted Vodacom's on-line department for advise on the next steps. They advised me that they will arrange to pick up the phone and reverse the upgrade process within 3 working days after receipt of the phone. After many phone calls, visits to Vodacom shops and requests to call me back, I have still not received any confirmation that the upgrade has been reversed. I am now without this cell phone, paying the full subscription amount and do not get any reliable feedback. The worse is that every time I call a contact centre agent (Tebogo, Riaz, Cherylin and Brandon), they tell me that they will personally see to it and get back to me - NO FEEDBACK