Dissatisfied customer

I am writing to escalate a matter regarding my recent interactions with your cancellations team. On the 4th of March, 2025, I contacted Vodacom with a request to downgrade and/or cancel two of my contracts. During the call, I specifically requested to be downgraded to the lowest available plan on the one contract number. I was told by the consultant - Genevieve that the R160 plan was the lowest available, and that there were no lower options. I questioned this and asked her to confirm if she was sure that the R160 plan was the lowest, to which she confirmed it was. However, today, I spoke with Wandile, who informed me that the lowest available plan is the R85 airtime plan. This was the very reason I made the call today again, as I had been told there was an R80 or R85 airtime plan available by the store. Wandile mentioned that perhaps the previous consultant did not want me to pay a higher penalty and that this was the reason I was advised otherwise. However, I do not believe it is for the consultant to decide what penalty I should or should not be willing to pay if I asked for the lowest plan.

In addition, I asked Genevieve about the second contract and advised her when the expiration date was. I requested information on the amount I would need to pay, including any penalties, should I decide to cancel. Unfortunately, she was unwilling to provide me with a clear answer and instead offered vague responses, which I cannot even recall clearly.

I am extremely dissatisfied with the customer service I received and the way the call was handled, given different information by different consultants. I would appreciate it if someone could contact me as soon as possible to resolve this matter. MAC