Disappointed and Frustrated with Vodacom's Lack of Customer Service

I am beyond frustrated with the poor service I’ve received from Vodacom regarding an online Black Friday upgrade. On 17 November 2024, I upgraded my home internet package online and received a confirmation email congratulating me on my successful upgrade, including an order number .Part of the promotion was a Samsung 55-inch TV on a 36 month contract. When doing the upgrade I was informed of a 2-3 week delay.

On 2 December 2024, when I followed up to confirm the status of my order, I was shocked to be told that my order number does not exist and is "not traceable." From that point on, it has been an endless loop of emails, phone calls, and transfers between departments. Each time, I am subjected to security checks and forced to re-explain the same issue, yet no resolution is ever offered.

I have repeatedly requested to speak to a manager, but this simple request appears to be impossible for Vodacom to fulfill. The only feedback I receive is that "a manager will get back to me," which never happens.

Vodacom’s customer service is appalling. It seems they don’t care about their customers because, at the end of the day, they still take your money—even if they fail to provide the service promised. The lack of accountability and the inefficiency of their online systems are extremely disappointing.

I want someone from Vodacom who actually cares about resolving customer issues to contact me directly and provide a proper update. Calling the customer care line is a waste of time, as it only leads to more frustration. Vodacom needs to take responsibility for their failures, honor their promotions, and fix their broken systems.

If anyone from Vodacom is reading this, please get in touch with me urgently.