********** upgrade

My contract with Vodacom was due for upgrade in May this year. I was told to call during the month of the upgrade to cancel the upgrade since that was my wish. When I called to cancel I was told that my contract was already upgraded 7 days prior. I asked for details of the upgrade and was told that the contract was upgraded in store at South Gate mall. I told the call centre agent that it’s impossible that I upgraded because I live in Limpopo and I never intended to continue with the contract. She told me that because a phone was issued in my name, she could not cancel the upgrade and that I had to contact the ***** department and submit an affidavit from the police with a copy of my ID certified. I did what was required with a space of a few days. However up to this day, my issue has not been resolved, instead the case was cancelled several times for reasons which included- no person assigned, documents not received (although attached in emails). I’ve been pushed from pillar to post- called ***** department and told to call forensic department who are inundated with cases and hardly ever pick up their phone. On the 4th of July I was finally called by the forensic department notifying me that my case was being investigated, they requested a number to contact me on should they require further details, which I provided. No follow up has been made since.

I’m very disappointed with the handling of this issue as it has not been resolved for so many months and instead my account is debited each month for a phone I do not possess nor airtime nor data. Please help!