Bounced between departments and insulted by staff

I am writing this out of sheer frustration after a six-month ordeal regarding a home internet contract upgrade that Vodacom seems incapable of processing.

In August 2025, I upgraded my 400GB home internet contract to a 600GB plan because the 400GB was not lasting the month. I agreed to pay for the device for the remaining four months. I was promised that from the next month, I would receive my new 600GB allocation. Six months later, I am still waiting.

The Timeline of Failure:

August – October: My bill remained at the old contract amount, and no new data was provisioned.

November: I was told the upgrade was "done but not pushed." Still no 600GB.

January: I was told the delay was due to a "courier issue" where delivery wasn't confirmed. I was told the matter was escalated and I would definitely have my data by February.

February: Same story about the courier. My contract has now lapsed into a month-to-month state on the old 400GB plan, despite my request to upgrade half a year ago.

Systemic Service Failure: I have called multiple times and was continuously transferred between departments. No one was willing to assist me properly or take ownership of this mistake. I was treated like a number, being passed around until I finally insisted on speaking to a Team Leader.

I eventually spoke to a Team Leader, Kagiso, who was very helpful and pleasant, but failed to send the follow-up email she promised. Instead, today (12th Feb), I received a call from Buthimelo, who was absolutely rude and unpleasant.

Buthimelo repeatedly cut me off and spoke to me as if this 6-month delay was my fault because I didn't have a reference number from previous failed calls. She refused to be understanding and claimed the matter is only "resolved" now, meaning I still have to wait until next month for my data. The staff at Vodacom act like they are doing me a favour by doing their jobs to resolve an issue that they caused.