Disappointing Service After Upgrade

I'm writing to express my extreme frustration with the service I've received from Vodacom following a recent upgrade. On Monday, July 7, 2025, I upgraded my phone with the assistance of an agent named John.

The very next day, Tuesday, July 8th, I called John to request a cancellation of the upgrade because I wanted a different phone. John assured me he would send through the cancellation request and call me back before the close of business to finalize my new request. That call never came.

On Wednesday morning, July 9th, I was shocked to receive an SMS stating that my original new phone had been handed to couriers for delivery. I immediately called the call centre again, but was unable to reach John. The agent I spoke with said they would email John with a request for him to contact me. Later that Wednesday afternoon, the couriers attempted to deliver the phone, which I refused to accept or sign for, asking them to return it to Vodacom.

This morning, Thursday, July 10th, just after 8 AM, I called the upgrade/cancellation call centre once more, urgently requesting to speak with John. Again, I was told a message would be given to him. It's now 10:50 AM, and I still haven't received a call from John.

I am incredibly agitated by this lack of customer service. It seems Vodacom is quick to process an upgrade, but when issues arise, there's a complete absence of follow-up and resolution. This experience has been thoroughly disappointing.