Formal Complaint Regarding Upgrade Dispute – Vodacom Contract

I am writing to formally lodge a complaint regarding my Vodacom contract upgrade. One of my contracts is due to expire at the end of October, which qualifies me for an upgrade. I attempted to process the upgrade, and it was confirmed as successful — I even received an email confirmation from Vodacom stating that the upgrade had been completed. However, when I followed up today, I was informed that the upgrade had not been submitted and was instead sitting as a quotation. I was advised by a Vodacom service consultant to cancel the order so that she could recapture it. When this was done, I was told that I no longer qualified for the original deal, which was 2x Samsung Galaxy S25 FE devices for R1249.00. Instead, I was only offered a downgraded deal of 1x Samsung Galaxy S25 FE for R1049.00. This is unacceptable for the following reasons: - I received written confirmation from Vodacom that my upgrade was successful. - The error was on Vodacom’s side, not mine. - Your website clearly states that I qualify for all deals appearing on my profile, which includes the original 2x Samsung Galaxy S25 FE deal. I therefore request that Vodacom honors the original upgrade deal as confirmed in writing, namely 2x Samsung Galaxy S25 FE for R1249.00, without further delay.