Disgusted

Herewith series of event that led to my mom requesting to cancel the upgrade done on 17 May and revert back to her old contract.

1) On 17 May my mother, Tercia Spies visited her nearest Vodacom branch as her phone had sufferred water damage. She spoke to Sha**** (Service Technician) who and I quote (we have witnesses) "we can book in the phone for repairs, but it will cost you almost R2000 with no future guarantee that the phone will give hassles again, best advice would be to upgrade your contract"

2) Against her better will , she felled compelled to upgrade as the only solution as buying a phone cash was also not a option, she is the breadwinner with a halfday salary.

3) The contract was upgraded on 17 May assisted by the Mariska (Shop Assistant) who installed google passwords etc on the new device. My mom (the client) came over to my house in such a state the evening of the 17th May saying she really did not want to upgrade, her old phone worked perfectly fine for her.

4) A friend suggested my mom soak her phone in rice over the weekend, which she did and on Monday when she switched the old phone on, it was working 100%

5) She contacted the Vodacom branch and told them that she would like to cancel the upgrade as she was ill advised and they all knew her situation that upgrading was last option but felt compelled as per the technicians advice to her.

6) Between 21 and 24 May my mom went back and forth to the store, was sent from pillar to post. Firstly the store manager who absolutely refuses to come out of his office advised that the contract cannot be cancelled on store level and has to be go through customer services.

7) On the evening of 24 May 2019 I contacted customer services, spoke to Jozlyn who again said the manager is NOT telling the truth and that the contract in fact CAN and MUST be cancelled on store level. She made notes on the system and loaded a service request.

8) Saturday 25 May 2019 I went back to the Somerset West branch , spoke to the assistant Mariska and informed her of my telephone discussion with customer services and requested to speak to the branch manager who once again refused to speak to us. Mariska went onto the system and took a photo of the notes that has been made and took that to the manager. Still not willing to face us.

He then provided us with the contact details of the FSC following a telephonic discussion I have formally put this in writing -

MY MOTHER WAS ILL ADVISED - you said Vodacom does not book in water damage phones, Sha**** said you do

Branch Manager WHO REFUSES TO FACE CLIENTS which is a complaint on its own advises that the store cannot cancel the contract, but customer services can.

Customer Services says the store must cancel the upgrade.

Long story short, Ms Tercia Spies with phone number who has been a very loyal Vodacom client did NOT WANT TO UPGRADE, was ill advised and treated very poorly.

Her contact number is ********** , we are requesting one final time that the contract upgrade gets cancelled as she is not using the new device and back on her old device which is working 100%

Await your feedback.