Atrocious Upgrade Service and ******* Forced Insurance Sale

I have been trying to upgrade online over weekends for the better part of a year to no avail, with the process always breaking down at one or other point.

I finally took some time over my lunch break at work to try during the week, and thought I had completed the process successfully.

The upgrade option I had chosen displayed a monthly amount of R989 per month online. I confirmed the option and completed the process and received a confirmation email reflecting same referencing quote number VODACOMONLIN-***.

I then received a sms confirming the order but with a different monthly subscription amount - R1274.571 asking me to either accept., change deal or reject Since this did not reflect the deal I had chosen, and I did not want to start from scratch I then called Vodacom to clarify.

As I was busy with an upgrade I called the number indicated on your website for upgrade queries.

When I got through I was told "Welcome to Vodacom Online" and I selected the IVR option for upgrades.

The agent went through the process of identifying and authenticating me She was then able to establish that my upgrade was pending confirmation and that the amount she saw was as per the sms - R1274.571 .

I explained the situation and she said that she was unable to help. So even though I was dealing with an upgrade- the upgrade department was unable to help. I asked for her not to transfer to another department but to rather escalate me to a supervisor/manager who might have more rights and would be able to deal with my upgrade query to completion.

She refused, and without my consent put me through to the after sales department I went through the exact same process with the after sales department including verification and authentication only for her to tell me , that she can't deal with it, as she deals with aftersales and this is not a sale. I need to chat to the upgrade department of Vodacom online. I reiterated that is where my conversation started and that I was put through to her. She said there was nothing she could do and when I asked to be escalated to a supervisor, she said they were all working from home and the person may not take the call.

She then either transferred me to another department or cut me off, but I was asked to rate the quality of my service and call. I rated the call and service as completely unacceptable.

I then turned to your online chat for help. While busy chatting, the service rating I gave the previous agent must have triggered an action on her side as she then called back to see if she could now help. She then established that the difference was due to Vodacom deciding that despite me not selecting insurance (and if you refer to your upgrade process you will see selection of insurance is a very deliberate and conscious opt in), Vodacom had decided to add insurance to my contract without my consent (because I previously had insurance).

She mentioned that she cannot help me as she did not select it, I reminded her that I did not select it either, and that is not how insurance works. When I buy a new car, the insurance cover from my old car does not apply. I have to apply for cover for the new car and choose to insure it. She then told me I should call Vodacom insurance and sort it out with them and cancel my policy. I explained that I cannot have a policy as 1. I do not have the new phone (the basis for insurable interest) and 2. I have not selected to take up insurance so there can be no policy acceptance. I asked to speak to a manager. She completely ignored my request and despite my protestations put me through to Vodacom Insurance who suprise surprise was unable to assist me (the only bit of this whole situation that makes sense to be fair).

I then continued the conversation I had started online, and explained this whole process. While explaining, the agent got cut off and a new agent joined and picked up the conversation at the point where I asked to speak to a manager.

At that very point the original chat online agent called me (and I again explained the process). She seemed very understanding and willing to help, and then told me she needs to jump off the call and will call me back in 5 mins. It is now 1 hour later and the one person who actually seemed willing to help has turned out to be unreliable.

Whilst I was chatting to the original chat agent on the call, the second chat agent whilst failing to get a response from me did try calling to resolve as well.

My question is as follows;

How is this at all an acceptable customer experience ? Can you please explain what has happened here and how it will be rectified? Can I complete the upgrade process (Lord knows why I still want to give you my business) Vodacom has wasted my time across multiple departments and agents despite my request for one person. Every time. My time is worth something I demand retribution.

What is Vodacom's response as to why they are engaging in ******* forced insurance sales. You cannot force a policy on me where there is no insurable interest or consent and then make it my problem to resolve.

I have since also reached out to twitter (who was unwilling to provide a contact email), as well as a customer care mailbox (which sent an auto response). In short I have reached out on all available channels, and spoken to what feels like every department in Vodacom for the pleasure of handing them my business