Appalling service

<p>I did an upgrate on 22.09.2016 at vodacom (carnival city), I told the consultant to transfer my existing insurance to my new handset. I left the outlet with the knowledge that my new handset was insured, needless to say I requested a sim swop for my new handset, which they failed to do, I had to drive to Woodmead the following day which is closer to my workplace, They told me no sim swop was done and they instructed me to drive back to carnival city which is pretty far. I decided to do another sim swop and paid AGAIN. On 26.10.2016 I realised that R715.49 was deducted from my account as opposed to just under R550 that i used to pay monthly for both phones. I called the vodacom careline 082 111 for a breakdown. I was told over and above, I was paying for insurances for BOTH handsets (including the new handset) my mind was put at ease. Sadly I got hijacked on 31st October 2016 where phones and cash were taken. I called Vodacare careline on 01 November first thing in the morning to report the matter. I spoke to the lady and explained what had happened. she advised that I obtain a case number and go to Carnival City where I did the upgrade, before I hung up I asked her to double check if indeed both handsets were insured and she said yes (I have both ref's for the said calls I made to Vodacom Careline). I then drove to the police station which is about 20 k's from where i stay, from there I drove to Carnival city which is approx another 20k's. When I got there I was told that only the screen is insured. I found this totally disurbing because if I was given the correct details I would have made sure that my new handset was insured and it could have prevented me from driving around for NOTHING! I sent a lengthy mail to vodacom careline on 01 November which up to today they have not given a solid response except "we will have escalated the matter to the quality department" its been 5 months now, and to rub salt in the wound, they went and blacklisted me because I stopped paying them unless the matter is resolved. Yesterday I called them for an update, to my dismay they didnt have any record of my query despite zillions of mails sent to them.</p> <p>Totally appalled! Didn't expect such from Vodacom considering the years with them</p>