Very BAD Client Service

PUBLIC COMPLAINT On 17 January 2022, I received a call from a call centre agent from Mondo Rewards informing me that one of the Vodacom contract lines on my name was due for an upgrade. I told the person that I was not interested at the time to do an upgrade because we have not yet decided on a new handset as yet. He checked the amounts we pay on the specific account and said that he can change the package to provide more data for less money. Again I told him that I did not want to upgrade but he insisted that it was not an upgrade, the pricing will just switch over to the better prices he had suggested. So after all the confirmations were done after I agreed to the new amounts, he confirmed that a new sim card and some study voucher would be delivered. I told him I don’t need it but he confirmed it was standard. So the voucher was received and I put it in my drawer and waited for the end of the month to see the new prices that was due. Then I discovered that the line in question had indeed been officially upgraded and that I now had a brand new 36-month contract (without a handset to show for it!!) in my name that was due for payment. I called and cancelled this new contract on 31 January 2022 and waited for the couriers to collect the sim card and voucher. On 7 February 2022 the courier collected the parcel containing the sim card and voucher, so I called the Rewards division and provided them with the reference number as requested. I was told by the consultant on the phone, on the collection of the package and providing them with the reference number, it would take 3-5 days for the actual cancellation. On 12 February 2022, I received an email from the Mondo Customer Care that the cancellation request was nearly completed and they will be in contact within 2-9 working days. I called the call centre and requested access to my initial recording where the consultant upgraded the line ********ly and I also asked for name of the person that did the upgrade but was told that because the collection of the sim card and reward voucher was already done, that they could no longer see or access the history of the case and I could not have that information. The consultant promised to escalate the matter for urgent resolve. On 18 February 2022 I called the call centre again and after explaining the situation to the consultant she provided me with the name of the Consultant who processed the upgrade and told me that I can request access to the original recording at a Vodacom store (the Vodacom consultant must call the Mondo Rewards Call centre and, on their request, the recording will be made available. The person also confirmed that she is escalating the matter once again for urgent resolve by Friday the 18th or latest Monday 21 February 2022. 21 February 2022 - Checked status on Vodacom App and the system confirmed there was and issue with the account linked to the number and to call Vodacom 21 February 2022 – Called the Mondo call centre again. Line was cut off by 2 consultants (first 2 calls) after they have already verified my details and then I called again and was advised by a 3rd consultant that the reversal was cancelled somehow and a new cancellation was loaded on the 18th of February 2022. Apparently now I have to wait until 28 February 2022 in order for the Cancellation to be finalised. The service is unacceptable