Horrible service

<p>Yesterday I phoned Vodacom customer care to find out whether I can do a premature upgrade and if there are any penalty fees involved. I was on the phone for 28 minutes. I cannot remember the lady’s name I spoke to. She made me hold on for about 10 minutes, after which she confirmed that, although my upgrade date is only the 6th of October, I can upgrade earlier with no penalties involved. I was annoyed for holding on so long, and she explained she had to access the system to see what my average monthly spending is and how long I have been a client, in order to see whether I qualify. This morning however when we went to Vodacom Centurion mall, there was no recollection of these events on their system (which was off line for 2 hours), resulting in me NOT being able to upgrade prematurely. We then insisted on obtaining the call recordings, as we will not just accept this. I don’t understand why I cannot upgrade a month earlier?? What if I am prepared to pay a penalty fee? Should you as a customer care advisor not do everything in your power to assist the client, give the best service and resolve the client’s query?</p> <p> </p> <p> </p>