Failure To Cancel Incomplete Unfulfilled Order Is Preventing Upgrade

This post continues from my previous review/complaint regarding Vodacom's failure to fulfill an upgrade order that was placed more than 2 months ago. I tried taking the matter further via that post having left a reply to Vodacom's response, but this failed to get their attention. Apparently, Vodacom staff believe that once they responded to a poor review on HelloPeter without further following up on that review/complaint and ensuring a satisfactory outcome, they have redeemed their besmirched reputation and are somehow magically absolved of any wrongdoing. Therefore, I am posting this as a new complaint/review.

Following my above mentioned previous complaint against Vodacom on HelloPeter, we were contacted by a Vodacom consultant, only to inform us that the device we ordered is no longer available as it is out of stock and has been discontinued. We were extremely dissatisfied and infuriated by the outcome as this is something that Vodacom could, and should have informed us of long ago instead of wasting our time by making us wait for an order that was never going to arrive. However, we have accepted that the device we originally ordered is no longer available and are prepared to order a different device.

BUT, now we are faced with a new problem. We were told by the above mentioned consultant that we will be contacted by a different Vodacom consultant who will assist in cancelling the unfulfilled order. This has not happened.

We want to place a new upgrade order as soon as possible as my father urgently requires a new handset and too much of our time has been wasted already waiting for the previous unfulfilled order.

The problem we are having now is that the unfulfilled order has not yet been cancelled by Vodacom and remains active on their system. This is preventing us from placing a new order. The following messages are generated when trying to use the online upgrade facilities: "InComplete order exist for MSISDN. The cellphone number you’ve entered is not yet eligible for an upgrade. We’ll send you an SMS with your next upgrade date." and "Sorry, you can't upgrade just yet. You will be able to upgrade from 26 December 2017"

We require immediate assistance from Vodacom with cancelling the incomplete unfulfilled order so that we may place a new upgrade order.