...BUT WHY DO THEY KEEP UPGRADING, REVERSING AND CANCELLING PACKAGES THAT DO NOT EXIST?”

Good day, in January I received a sms indicating that I need to renew my contract, which I did on 9 January at 13h07. I asked the consultant at VSP that I wish to have the same type of contract which I had for the past 24 months: 2GB data and airtime. She offered me the Redflex 140 at R129.00 / month, receiving R140.00 airtime at R129.00. Because I had explained to her what I needed, I assumed that this would include 2GB data. I also received an sms confirming this. On 8 February, I received another sms stating that I have used out-of-bundle data to the value of whatever amount. Not understanding this, I phoned VSP again at 15h08. The consultant explained to me that I only had an airtime contract and that there is no similar package (as I had previously) available. I then asked her I would either cancel my contract with Vodacom completely or please can a manager phone me. By 09 February I had not received a phone call back and phoned VSP again at 09h55. Again I had to explain my situation to a consultant in Customer Care who, after 45 minutes, put me through to, I think, the upgrade or reversal department. I had a lovely conversation with Joseph who then told me that the Redflex still hadn’t been cancelled, but he would cancel it for me and as there is no promotional package available, (as I had previously) and I opted for the 2 GB at R79.00. The airtime is not so important as I can always make a WA call. But, I received no confirmation sms and also not an sms requesting I rate the service I received, which Joseph and I actually spoke about. As I understood that this would be available for me from 1 March only, on Saturday 10 February, I made 2 bundle purchases of 60VC and 1GB each, 1 valid until 2024:02:10 at 23:59:59 and the other 1 valid until 2024:02:11 at 23:59:59. So…. On Saturday 10 February, in the afternoon, I received an sms: You’ve used out-of-bundle data to the value of R201.94?? So, not knowing what this meant, I googled the phrase and realized my airtime is paying for my data usage? So, what about the bundle purchase I made. On 10 February at 16h23, I phone VSP again. I explained my whole story again to Siyamthanda and he informed me that my 2GB at R79.00 was cancelled by Jospeh??? He also made my out-of bundle R0.00 – ZERO. HE also explained that only the Cancelations Department could cancel the Redflex for me?? He could give me another package of 2GB at R128.00 in which I wasn’t interested – He could not give me the same package as Joseph offered me as they were in different departments. He then put me through to the upgrade department and I spoke to Emily – but as it was closing time (17h00), she took down my details and promised to phone me back on Monday. But… by 11h13 on Monday 12 February, I had not received a call from Emily. So, I called VSP again and spoke to Wendy, who tried to put me through to the Upgrade and Cancellations department, but because they are combined you keep getting through to the wring department. Eventually, I got through to a friendly lady (I think she said her name was Sham??) and again, I tell her my whole sad story and she tells me it’s my lucky day that she will help and that as a customer of 23 years I deserve the best service and that she is just the one to provide this for me. After speaking with her supervisor, she tells me the Redflex will be cancelled and offers me a package of 1GB and R140 Airtime at R99 for 24 months, to compensate for all the trouble I have had so far. She also informed me that I would be receiving an sms to confirm this package and should I not reply, I will receive a phone call from VSP. I would also receive an sms to rate her service. I, in turn said to her that I trust her to do as she has promised me and what am I to do if I don’t receive my sms? Today, 13 February 2024, I dailed *135#, only to see that I am still on the Redflex and I have no airtime? My out-of-bundle- which was made ZERO used it all? So…. Again I phone VSP *** and speak to Vusi, I tell her, again, my whole story. I asked her if she could see how many times I had phoned VSP, and she says to me: “ YES I CAN, BUT WHY DO THEY KEEP UPGRADING, REVERSING AND CANCELLING PACKAGES THAT DO NOT EXIST?” The line went dead after that and I have not heard from anyone at VSP again? But…. All calls are recorded for quality and security and training purposes.