Bad Faith Service- Lies about cancellation and then blocks any attempt to rectify non-cancellation

In the beginning of November I got a call stating that my current package is no longer available and I have to upgrade. The only option the guy gave me was a voice line upgrade that was more than I needed. I said that I would prefer to upgrade in April 2023 after the price increases and that I don't want a voice line upgrade as I don't want to upgrade my handset separately. He insisted as my package was no longer available and said if I'm unhappy, I can just port the contract when I upgrade my handset. I was busy at the time and just said yes. A huge mistake on my part, I know. You can never trust these sales people and Vodacom has let me and many others down countless times.

Two days later, well within the cool off period, I went to the store to cancel the upgrade. They informed me I have to phone in. Typical! I believe Vodacom does this so you can't check right there and then that your upgrade has been cancelled. I phone in, the consultant informs me that I in fact didn't have to upgrade (same as they did in the store), and that he will cancel it for me. He confirmed the cancellation.

Fast forward to yesterday. I noticed that my debit increased and so I went to query it yesterday in a store. I find out that they didn't cancel that upgrade, and what's more, is that I only have until 30 January 2023 to upgrade my handset. I was never told of this handset clause. I phoned in today to sort this out and got transferred to the After Sales department because it's too late for the Cancellations department to do anything. I was on hold for over half an hour, only to have my call answered and then dropped after she asked for my ID number. I am now sitting on hold again because I refuse to let this continue.

Disgusting, dishonest service. Vodacom works under deception and then blocks you at every turn when you try to rectify the situation. I know I am not the only person. I have family members who have struggled to get things cancelled unsuccessfully for more than a year. I have heard from strangers how Vodacom refuses to cancel contracts and services no matter which channel you go through.

This is not the first time I have struggled with Vodacom, I'm just not in a position to move to a new company unfortunately. But the first chance I get, I will. Because I am tired of Vodacom and how they don't care what the customer wants, they just want the money.