BAD Vodacom service

During February 2024 I contacted Vodacom online to enquiry about upgrade options offered for data and voice. The consultant presented an option of 200 minutes on an open plan and 3.6G of data for R379.00 per month for 24 months. As the data option offered wasn't sufficient I enquired about other options. The consultant then said that they can offer me the same option pertaining to the voice, namely 200 minutes on an open plan but with 6G data for R379.00 per month for 24 months (the same price as the 1st option). As this option suited my needs best I went ahead and renewed my contract.

I got an SMS to confirm that my contract was upgraded and that the monthly amount would be R479.00 per month. Not sure whether the content of the SMS was accurate I waited until I got my 1st invoice post the upgrade to verify it. I also received an SMS indicating that Contract Cover Plus was active on my contract at R9.99 per month. I didn't agree to the latter but Vodacom just activated it without my consent.

Upon receipt of the 1st invoice I then noticed that what I was billed for monthly didn't agree to what I was offered nor accepted and not even the R479.00 as per the SMS. I made contact with Vodacom about this. After listening to my complaint the consultant advised that the recording had to be requested to verify. After finally getting hold of the recording and listening thereto my version was correct and I got billed incorrectly. I had to again make contact with Vodacom. This time the consultant said that she needs to request her manager to listen to the recording and then they will get back to me.

During two different months my calls just dropped. When I tried calling my client back an automated message informed me that I ran out of my 200 minutes and that I had to buy airtime to make a call. This is not what I was offered nor accepted!!! When I enquired about the latter the consultant advised that we should get the 1st complaint sorted before attending to this one.

After making contact with Vodacom again they agreed that the mistake was on their side and that it would get rectified. I enquired about the credit from getting billed incorrectly to which the consultant also said that they would also get back to me.

As with every follow up I have to explain the whole story from the start. This time the consultant promised me that everything would get rectified as the previous consultant left matters hanging. After the enquiry I got an SMS saying that the quotation has been processed. What quotation this was referring to I had no idea as no one presented any options to me neither did I accept any? Upon enquiry it revealed that the current contract I was getting billed for (200 minutes closed plan and 6.5G data) was migrated to a 100 minute and 1.3G data plan. THIS WAS NEVER PRESENTED TO ME NEITHER DID I ACCEPT IT!

I made contact again enquiring about this. This time the consultant said that he doesn't know what is going on, on my account but that he would make work hereof and get back to me by the end of the week. Well to date, this is the longest week that I had in years!!! I have subsequently again received the following SMSes:

1. Contract Cover Plus is active at R9.99 per month. 2. Your contract included Free Norton Mobile for 3 months. After 3 months will be charged at R15 3. Your Upgrade Order for your Vodacom number has been completed. Your new contract price plan is R229.00 4. Your 100min Monthly Voice Bundle @45% Disc has been activated 5. Thank you for renewing your Vodacom contract X 4

No options or value added services were presented to me and neither did I accept any.

Why is it so difficult for Vodacom to rectify THEIR mistake and to refund me my credit???!!! It clearly appears that I have no other option to proceed with legal action.