Disgusting service from Vodacom

I contacted the Vodacom Customer Care line the week before last to find out if it would be able to do a Transfer of ownership and at the same time change the phone number as the person taking over the contract do not want the same number due to various reasons. I was told by the gentleman who took my call that it could be done and the number change would bare an extra cost of R250.00 which we accepted.

I am in a not so good financial state right now, and it is because of this that we requested the Transfer of ownership, BUT this request was done based on the fact that we were told we could change the telephone number/.

We went into your Vodocam Westgate store on Friday, the 2nd of July where we completed the Transfer of ownership documents, there we were told that the branches are not authorised to change numbers. So, once again I contacted the Vodacom customer care line where I spoke to Shirley, she assured me that we could change the number and told me to send copies of both our ID documents with the reason for the number change to ********** and they will send me a form to complete, once I return the complete form the number change will be done.(I attached a recording of our conversation for you).

This morning I phoned to find out what the status of the Transfer of ownership was and also find out when I can expect to get the form to complete, now I am being told that first of all, number changes is done at branches, not at the back office, and secondly that a number change would not be allowed on my contract because it is a contract with a top up plan. Apparently number changes is ONLY allowed on open contracts, which I don't quite understand what the issue is as you are still getting your payment etc. regardless of the contract type, could a number change seriously be such an issue????

My issue still remains that I was told by two different Vodacom employees that I can change the number and on the basis of this we requested the Transfer of ownership. I cannot afford this contract any more and want the transfer of ownership to ensure that I still keep to my contract with Vodacom, without this Transfer of ownership I cannot continue to pay you any more.

Your staff clearly have different views on how your rules and regulations work, but because I have been told it can be done, I want the number changed.

It's taking my time and constant calls being pushed from pillar to post and it is becoming frustrating and quite annoying!

I would appreciate assistance in this regard and some written feedback. But, as stated earlier, I NEED the number changed as the transfer of ownership is purely based on the fact that the number must be changed.

I now followed up again with Vodacom Westgate to find out what is going on with the transfer of ownership, and Cindy at this branch says she tried calling us on my number, this after we gave her a different number to call us on. She never processed the change of ownership application claiming we told her we want to think about it!!!!!!!!!!! She also claims that she explained to us that the transfer would only take effect on the 1st of August, which was never told to us, she is a ****y, arrogant little person who shouldn't be allowed to deal with clients. She had attitude from the minute we walked in there and is clearly more interested in everything else but assisting customers.