Frustrated "Upgraded" Client

Upgraded on the 11th of February 2026, received a faulty device on the 12th of February - Noticed the SIM slot opening with struggle and got it open after much attempts - Now my SIM card is locked in - called them transfered to one department after the other. Send me to a Vodacom Shop which I went to on the 13th, and they also couldn't help. Called for collections on *** at 12:40. I was assured that I'm within my 14 day cool off period and that I must phone once device is collected. Only after this I would be able to cancel contract.

My number on their system are apparently on the old system so it keeps on putting me through to Business - well I did upgrade via them, but the call for collection of the device went to Vodacom after sales. Now I called again they will get someone that have access to the old system call me back, cause they can't get my profile. Business I got the lady (Simone) which did my upgrade, called me back - she has no record and apparently I was suppose to calll her if I had problems (how if I get switch between departments all the time - then I'm individual and then business or old system) this is so frustrating! I have been with Vodacom for almost 15 years!!! I spend over R2k a month with them.

Now I'm upgraded in package but no phone - the sales person Simone tells me that my 14day period is over, cause she doesn't have record, but I've been calling since 13th of February and was instructed that I can only call for cancellation once device was collected.

I'm thinking of taking this to the ombudsman - Vodacom is so quick to tell you that calls are being recorded... Let's see

At this point I just want to ride out my contract and cancel it.