Wrong information and waiting for cancellation and refund

Extremely dissapointed

I have been with Vodacom since 2011 and I have never received such bad service .I guess its because they have to refund me. I received a call in October saying I qualify for an upgrade and I agreed to the "upgrade" I received my router I then called in because a amount was deducted from my account the very next day.I called in because I asked that consultant when the deduction would take place she said with my next billing if the product comes after the 15th this of course happened but I had to pay a start up fee which I was not told about. I then received my bill and saw that another contract had been added to my account .I called again an investigation was done and it was discovered that the consultant made me believe it was an upgrade. I was told the product will be picked up and I will be refunded. A week later I called again as I still had the router I was then told it was not logged eventually the router had been collected. I then got an.sms saying the line has been terminated and credits has been requested that was on the 2 feb 2019. I then called again as I received my bill and the contract is still on it. The consultant put me through to cancellation that consultant said they would call me back my phone rang hours later for what seemed like 2 seconds when I got to the phone it was off.I received a sms asking if my problem was solved I said no. I received another sms saying they would call in the next hour ....I am still waiting if this was the other way around they would have deducted their money long ago but because I have to receive a refund it is taking months .