Bad customer service

Good day I recently upgraded at the Vodacom shop in cape gate. I explained to the lady that I cannot afford to pay more for a contract as I am going on pension later this year

On giving me some options on the Samsung A23 I asked if there wasn't another phone that would be cheaper. She said it's not the phone but the package which didn't make sense as I was sitting with a booklet with cheaper options. She then said she needs to apply to have my financial opened and the contract would be cheaper than the current one.

When I went to fetch the phone another male gave me the phone and contract and I asked him why it was so expensive and he said it was all the extra costs which still didn't make sense to me. When I asked him about other phones he brushed me off and said he didnt serve me.

I need to mention that I suffer from depression and cannot handle confrontation as I start crying.

He did not offer to put the Sim card in my new phone and also didn't advise me how to transfer all my data etc to my new phone.

I had to rush off to a family emergency and eventually tried to switch my data after a cellphone dealer in Lambertsbay assisted me with the Sim card.

When I tried to do a smart switch it said my old phone is not compatible for the app.

The dealer once again helped me to put the Sim card back in my old phone.

On my return today I returned to the shop for assistance The first gentleman said he couldn't help me and the technician isn't there at the moment.

Another gentleman came from the back and after explaining to him what my situation was he said it would cost me R450 and that is with pensioners discount.

I said to him that I can't understand why the previous upgrade they assisted me in the shop to switch my data from a Huawei to a Samsung and didn't charge me. I also asked him if there is a way that I could do it myself and he answered I can see how far I get and turned his back on me and went to the back again.

I was very upset and started crying. I then left the shop.

As you can see my whole upgrade experience leaves a bitter taste in my mouth.

I sent an email to their customer service and someone did contact me for more information. She then sent me an email and informed me that the store manager would contact me within 72 hours. This did not happen. I am now stuck with a phone that I cannot afford or use.

A friend also upgraded recently from the S21 to S23 at MTN and when she.left the shop her phone was ready to use.

Why does it cost money for assistance???? It's an upgrade so surely that should be part of the deal