BAD CUSTOMER SERVICE AND **** TO ME

Good evening

I have a complaint and I am furious!!!!!

On the 26th of March 2022 I have contacted your cancelation department regarding a contract which I want to cancel. You consultant, Nevesh, username el_boovn, Retentions Department assisted me by canceling the contract. He then mentioned to me that my current contract *** is currently due for an upgrade. Which I told him I don't want to do an upgrade due the fact that I don't want to pay for 2 phones. Reason being is that Vodacom will still charge me for my current phone and the new phones premium which will make my premium higher. I don't want that. He insisted that I will pay less if I go to the Red Select C 64 package. My question to him was I don't want to loose my 800 minutes, he said I won't. He said to me I will get R65 of airtime and 20GB of data. I've asked him numerous times will I still get my 800minutes, he said yes I will after he made sure on his computer. He then read the terms and conditions and after that I have asked him are you sure I will get 800minutes, 20GB of data, R65 airtime and unlimited sms, he said yes. And also I have asked him can I still upgrade and get a new phone, he said yes after 3months.

On the 31st of March 2022 I saw that I still have about 245minutes left on the vodacom app. On the 1st of April 2022 I saw on the vodacom app that I don't have 800minutes and only 23minutes left. Where is the other minutes? Then I saw I have only R65 and 20GB of data. Started by contacting your customer supportand explained everything to him and the consultant explained to me he will help me to find the person whom did the contract and then he will contact me back. He find the person and put the call through to Nevesh.

I spoke to Nevesh whom did the contract. Immediately I've asked him why did he **** to me. He said to me that he has spoken to his supervisor and the contract will be reversed. I have sweared so much over the phone at him because he ruined my whole contract and ***********. He **** to me about everything. I said to him why would I go from a Red Premium customer for so many years to a R65 contract, he said the thought...I said to him you thought??? with swear words berween. I said to him this needs to be resolved today, 1st of April2022. He said it will. During the day I saw that there was no movement on my account. I have contacted him again through your customer support and he said to me everything was resolved. Asked him where is your supervisor I want to speak to him/her. And he did not want me to speak to his supervisor he just kept talking and said mam this was reversed. I said to him if this is not resolved on the 2nd he will hear from me again and I will make a big scene. He said to me everything are sorted. I have asked him if this is now resolved when can I do a upgrade to get a new phone, he said immediately. I have asked him are you sure and he said yes mam. I have also aked him the upgrade when can I do an upgrade because if i dail *** is being said to me I can only upgrade in 2024. Which was not what he told me. He anwered after the reversal everything will be back to normal and i can immediately upgrade. He gave me a the reference number for the reversal 1#***

On the 2nd of April 2022 I saw on the vodacom app that this issue is not resolved. I spoke to numerous consultants for 3 hours. From one consultant to another and no one could assist in the matter. They said this will only be resolved at the end of this month of which Navesh did not bring this under my attention, which he actually kept from me and also **** again. The one consultant sent an email to this relevant department to contact me on the 2nd of April 2022 or on 04Monday 2022. NOBODY CALLED ME!!??!!

This is my complaint. I am not a 2 or 3 year customer, I am 20year customer. This is unacceptable. I need this resolved before the end of this month. I am working from home and I need my phone to be able to phone. Now I need to buy airtime from my bank and convert it to minutes. Its actually costing me more and i need to pay Vodacom. I want my old package back. Your companies worker was *********** in his job and **** to me as a customer, this, just for a sale. This is the first time in my life I have so much **** with Vodacom. This is unacceptable! Why would someone down grade from a Red Premium plus to a f...... R65 contract, it makes no sense, only if customer asked for such a downgrade. I did not asked for it. I have asked numerous times regarding my minutes and he said I will get it. I want this resolved with no excuses. And I am not going to pay more. Vodacom messed my contract up not me. Go and listen to the recordings and all the other recordings. I have my own recordings regarding this matter. And I don't want to hear I can only upgrade in 2024. I want to do a upgrade with a new phone in July THIS YEAR as it was before my contract was f.... up. And believe me I will stop my contracts and to to another subscriber and make this public on Helo Peter.

I need URGENT feedback regarding this matter!!!

Best Regards Janice van der Westhuizen