********** UPGRADE

I would like to report a ********** upgrade which was done on my name at a Vodacom shop in Newlands Cape Town.

A few months ago I was contacted by Vodacom advising me that I am due for an upgrade I clearly stated to the consultants that I do not want to upgrade as the phone I am currently using is still fine for me and therefore advised my contract can be cancelled. After this I was again contacted by different Vodacom pupils regarding the same matter to which I advised the dame disinterest.

I noticed a change in my debit order in December 2020; the amount had suddenly gone up and I immediately had questions. I went back to my Vodacom invoices to track when the change started as I only took note of it in December. I noted that the same increased amount had been deducted on my account in November as well. I then contacted the Vodacom customer service department telephonically to query the issue and to my surprise was advised an upgrade had been done on my account on the 9th October 2020 at a Vodashop in Newlands. I had not stepped foot in a Vodashop in months and quite frankly clearly stated to the numerous calls received that I am not interested in an upgrade. I believe all your calls are recorded? Therefore you can trace this back if need be.

The consultant that was assisting me with the query advised I needed to get a Police Affidavit and take this to a Vodashop together with my ID copy and proof of address, so that a ***** case can be opened. I gathered the documents and took them to a Vodacom shop in Cavendish, Claremont as the Newlands Vodashop was closed by the time I got there. This was on the 02 January 2021. The Cavendish consultants advised me they will forward my documents to the Vodashop in Newlands because since the ***** upgrade was done at their shop, they would need to process the paperwork.

A few days later, 05 January to be precise I called the Newlands Vodashop to follow up if they have received the documentation from the other Vodacom shop on this query and I was advised by Fadl Abrahams, who mentioned he was the Superviser, that all was in order and that a case has been logged with the ***** department and that I would receive a call from them to assist me further. I did not hear back from anyone therefore today I decided to go to the Newlands Vodashop directly to check if anything has been actioned on this case. I asked to speak to the Supervisor Fadl Abrahams who I had spoken to over the phone and I was advised he was not in.

The consultant who then assisted me is Fieral Watson and she reiterated that the issue had been escalated to the ***** department and that someone will contact me from that department as it's no longer in their hands. I then requested for contact details of the ***** department so that I can follow up on the case. She did some running around looking for the contact number and after a few minutes came back to advise there is no contact number -which I found very strange. Additionally she asked for my email address to forward me the email communication they received from the ***** department. I only got the chance to check this email when I got home and what I noted on the email was that the 2 recipients both work at this shop because on the 05th when I called in to follow up I spoke with Fadl Abrahams the Supervisor, who in this email is now pretending to be from the ***** department and to top it off this email was sent today, at the very moment I was at their store when she was doing the run around after I had requested for contact details, now this obviously shows me that these people are working together on this ***** and also proves nothing has been submitted to the ***** department. Basically I am the fool here. Now the question is, what then happens in this situation when the very same people at fault are the ones who are supposed to help me?

I need assistance on this issue asap as I would like for the contract to be cancelled and my money ****** from me reimbursed. I have been with Vodacom all my life and I am so disappointed to receive such service.