Bad customer service Vodacom

At the end of November i did an online upgrade of my cellphone. Someway or other an error happened on Vodacom's side. The upgrade was incorrectly done on my modem contract (which was supposed to be impossible seeing that i did an upgrade of that modem in June/July'22. I only picked up the fault at end of December'22. After numerous calls to customer care i still did not get a satisfying answer:

See my email to them below: Around 21 November line *** has been upgraded online. This line is being used by my son. I’m not sure about the plan name, but the deal was 10 GB per month and 400 minutes. Beginning December I’ve contacted Vodacom to find out why he doesn’t see his benefits on the app. The consultant assured me that it is indeed on the system but he will only see it once I settle the account. So the account was settled on 23 December 2022. Nothing changed on the App. I’ve contacted Vodacom again on 28 December to tell them the upgraded line’s minutes and data was in fact showing on my modem line ***) and it should be corrected. The consultant told me she can’t do it and it will be escalated. Later that same day another consultant phoned me and informed me that the upgrade has actually been done on my modem ***) and not on ***. And this by itself should have been impossible, seeing that I did an upgrade on that modem around June/ July. The new modem contract was to end only 29 July 2024. Now…this consultant told me it can’t be rectified and we will have to return the device so that all can be reversed. I refused!! I told him to get someone who is capable to do the reversal on your system and load the correct contract on ***. And also rectify my modem contract again to what it was. He said unfortunately that can’t be done. I do NOT accept that!!! How in this day and age of technology can’t this be possible?? How do you expect my son to return the phone after a month plus use?? And no one can assure us that he will get the same deal again as this was an online black Friday deal. So my question is, did you find somebody to assist with this query? I understand with new year and all that time was an issue, but this is getting serious now. The account must be paid and I refuse to pay R999 for a modem contract of R78. Please get somebody to look into this urgently, otherwise I will have to seek higher authority help. The device will NOT be returned, so please fix your system ASAP.

Then on 5 January'23 i've received the email below: Hi Mr Huibrie Du Plessis Trust you well Kindly be advised the only solution to conclude with the below escalation is collection and cancellation of the incorrect number upgraded. The system does not allow us to transfer numnbers and the reson been because of billing I Apologize for any inconvenience caused, but if we do not do a collection and cancellation you will still be billed for the incorrect number.

Regards, Lennon Samduth Senior Administrator

And below is my reply to Vodacom: Good day Lennon I’m still not satisfied with the answer. So, can we do an upgrade on the line it was supposed to be on ***) first. Same phone and same plan? When that is done I will arrange for collection. I will pay the normal bill, as it was supposed to be. This was not in any means my error, so I trust this incorrect billing will be credited accordingly? Thank you

i've send a follow up on 12 January, but still no reply received.

I need action on my account immediately, as i'm being billed for a device and airtime on my modem line. I refuse to pay that account. Vodacom must do the correction on their system. As they can't guarantee that I get the same deal as the one they *****ed up. Pointless!!Not acceptable!!