Wrong upgrade done

I am so disappointed in the service I received when upgrading my mother's phone by dialing 111.<br> <br> I upgraded my dad's phone by also dialing 111 and everything was perfect. When I upgraded my mother's phone, I requested her to remain on the Smart L package and chose a Samsung S5. The phone was delivered and everything was fine. She later received an SMS stating that she successfully upgraded to a uChoose package. She phoned 111 and they apologised that it was a mistake and that she was still on the Smart L package. Later when she tried to phone, her airtime was finished. We phoned 111 and they apologised that they made a mistake and that a technician will contact her to correct it.<br> <br> This did not happen. Vodacom now refuses to correct this mistake. According to the lady I spoke to when doing the upgrade, mom was supposed to pay R629 per month on the Smart L. They can now migrate her to the Smart L but she will have to pay R709 (for a S5...). <br> <br> This is unacceptable. It was not our mistake and we explicitly phoned and was assured that she is on the Smart L package. The service received was also horrible.