***** Disputes

Someone made a ********** upgrade on my account last month and i only picked it up when i was billed for the month of Aug. So how it all started, i called Vodacom around August to complain about my data (i'm on a 5Gb plan) and i know it lasts me the entire month, this time around i was left with 1 Gb on the 10th on Aug and that's when i suspected something (i just thought Vodacom took my data). So i called and even requested a detailed usage (the call centre agents are friendly) so i got the report saying the data used agrees to what i'm left with (Still didn't make sense to me because even my usage graph showed i couldn't have used 4Gb's of data). Anyways Vodacom gave me 1Gb data and that was it, Aug 25 debit goes off and it's R400 more than what i'm supposed to pay, i call vodacom and the lady tells me i'm on a 3Gb plan (R600 + a month) - that's when the whole August data complaint made sense (I didn't check what i was allocated on the 1st of Aug because i always get allocated 5Gb, but this time it was 3Gb). Anyways i talked to the agent and she tells me i made an upgrade on my contract (From a 5Gb at R200 to a 3Gb at R600, who in their right minds downgrade like that with costs even tripling). She logged a call on my behalf (fortunately she logged it into the wrong dept) a few days later i call for feedback and i'm told it was logged incorrectly, they will log a call request and it takes 14-21 days to get resolved and i was supposed to submit some documents (ID, affidavit) which i did after a week. I call again after a week and i'm told it's still not being attended to, how is it not being attended to whilst the call has been open for 2-3 weeks. I got a call saying they've recieved my documents and are looking into it, great. 25th Sep comes and i still get billed the wrong amount (i was expecting that because they are looking into my issue). then i get an sms with a new request number asking me to submit the very same documents i've submitted 2 weeks ago. What's worse on this issue is I can't call anyone on management level because it's always call center agents and they also don't have the full story, all they can do it log a request to the back office. The ********** upgrade was done in store - sure i can't blame vodacom on this because whoever processed the upgrade was involved in the ********** transaction. I'm just mad because new tasks keep on being opened and old ones closed without me approving anything or confirming that they can be closed.