Worst upgrade with vodacom

Ok so first In October 2024,I upgrade a number in store at the garden route mall where the consultant assisting us asked if I want insurance on a number and I said NO, but she still added it after 5months I had to phone and cancel it. Now I did an upgrade in March on a number that was upgradeale, now got a summary to confirm the upgrade and now according to them there was an glitch in the system with the upgrade now I need to return the phone to reverse the upgrade and then RESTART THE WHOLE PROCESS AGAIN?????.?. BECAUSE THE SYSTEM HAD A GLITCH. HOW IS THIS POSSIBLE I HAVE BEEN A CLIENT FOR 22YEARS AND THIS HAS GOT TO BE THE WORST SERVICE IN A LONG TIME