CONTRACT EXPIRED, UPGRADE - CHARGED DOUBLE

I have been with Vodacom over 12 years and NEVER HAVE I EXPERIENCED THIS BULL#$%*#* SERVICE I HAVE RECEIVED THE PAST 4 MONTHS. Background: I upgraded back in September 2017, and received a message this year July 2019 to say that I am eligible for an upgrade. I only upgraded in September 2019. 1. First, they did not want to grant me the package that I currently have. 2. After waiting 2 weeks for finance to review my profile, I upgraded online - with no issues. 3. In the month of my upgrade, I was charged double, for both the old 2017 and new 2019 handset. I have PAID FOR THE OLD HANDSET FOR 24 MONTHS!!!!!!!!!!!! 4. For the purpose of this review, I will not focus on everything else that went wrong - just fixing my account.

Trying to contact Vodacom to credit my account: 1. First logged call after I contacted Vodacom, 17 October 2019, logged by Patrick, number ***. Resolution time - 7 working days. TO THIS DAY, I HAVE NOT RECEIVED FEEDBACK ON THIS CALL - NO ONE HAS CONTACTED ME. 2. After no feedback, went to Vodacom Direct on 30 October 2019, call logged by Assistant Manager, number ***. When the consultant logged this call, one of the action items was to remove the handset installment as I was wrongfully charged for the 2nd handset installment. This call was closed Saturday, by NKOSI, without being resolved. 3. Called them again this morning and the feedback was that I am supposed to pay for the old handset for the full 24 months. So my question to them was: If I received an SMS in July 2019 that I can upgrade, and I did the upgrade in July, would I then be charged for 2 handsets and line rentals for the months of July, August, September? Upon which he rep**** "yes". Although there is a flaw in what he is telling me - when you upgrade, why is no consultant telling you "ARE YOU AWARE THAT IF YOU UPGRADE NOW, THAT YOU WILL BE CHARGED FOR THE OLD AND NEW HANDSET?" In the past 4 months, NO ONE said that to me. Nevertheless - let's move on to the bigger problem - the fact that I HAVE PAID FOR 24 MONTHS. Month 1 - September 2017 Month 2 - October 2017 Month 3 - November 2017 Month 4 - December 2017 Month 5 - January 2018 Month 6 - February 2018 Month 7 - March 2018 Month 8 - April 2018 Month 9 - May 2018 Month 10 - June 2018 Month 11 - July 2018 Month 12 - August 2018 Month 13 - September 2018 Month 14 - October 2018 Month 15 - November 2018 Month 16 - December 2018 Month 17 - January 2019 Month 18 - February 2019 Month 19 - March 2019 Month 20 - April 2019 Month 21 - May 2019 Month 22 - June 2019 Month 23 - July 2019 Month 24 - August 2019

I reviewed ALL my invoices and I have paid for my old handset for the full 24 months in August 2019. When I upgraded on 4 September and received my device on 12 September, I should have only been charged for the Smart Small subscription line for the first half of September, charged for the new handset and charged for the new Smart Data subscription. I SHOULD NOT BE CHARGED FOR THE OLD HANDSET - AS I HAVE PAID UP MY 24 MONTHS!!!!!!!!

Since Vodacom is not willing to assist me, I will report them to the Consumer Protection Act.