I am stunned. almost 4 months, and R1000's of rands later. Still no resolution.

I am writing to express my utmost disappointment, dissatisfactionand and disgust with Vodacom. I ever since I decided to start what i thought will be a seemless journey with Vodacom for the next 24 months has been nothing short of a never ending nightmare from hell that has cost me money, time and sanity. As I type this please be aware that that the matter has not been resolved. 1. On the 1st of September 2017, I decided to take a 24 month contract after I lost my phone by upgrade on my ********** 808 number. I went online and ordeded a Samsung S8 that included a free Samsung J5 and I also ordeded a device (Samsung watch) with it.......... Simple. • Online said that I will receive the device in 48 hours. A week went by and nothing arrived, I did not even receive a call from Vodacom. So I decided to call Vodacom to find out what is going on. • I was told that well the online upgrade was cancelled because they did not have the Samsung watch in stock..... Oh, is that so, hang on a minute, 2 questions, who cancelled the upgrade and if you don’t have the watch, should the first thing not to contact me and let me know that you have cancelled the contract because you don’t have a watch, and if you don’t have a watch why are you false advertising that you have watches available.

2. On the 9th of September 2017, I decided to call Vodacom to try and get the above mess sorted out, after being passed from pillar to post and being put on hold for 10 minutes each time, I finally got through to a department that would seemingly help. I was put through to the Retention team were I spoke to a guy by that name of Sello Mkhabela ( he was brilliant). He managed to clear the mess above and then assisted me in taking up a new upgrade on both my lines ********** 808 and ********** 658. I decided to upgrade to an S8 with a free black J5 Prime and an S8+ with a free black J5 Prime............ Simple. • Delivery was supposed to be in 48 hours. A week went by and nothing arrived, I decided to call Vodacom to find out whats happening and I was told that there is a delay because they did not have Black J5 Primes, they only have gold. So I said its fine we will take the Gold colours and the lady said we have to cancel those upgrades and take new one.... I was stunned at this point. I agreed though just to have it done already

3. I spoke to the upgrade department, a lady by the name of Thabitha cancelled the previous upgrade and said that she is processing a new upgrade that is exactly the same as the prevouse one, that is an S8 with a gold J5 and an S8+ with a gold J5...... Simple • After 48 hours, happy days the phones arrived.... oh but don’t celebrate too early, I received the wrong phone. I received 2 S8 and 2 gold J5, instead off an S8 nd an S8+ with 2 gold J5s. • I called Thabitha, and told her that one of the phones is wrong. She said I should return the incorrect phone. At this point I have had enough and already want nothing to do with Vodacom. I have been speaking to managers expressing how unhappy I am and all they could say was sorry. Thabitha and her team leader said that they would send Ram to pic up the wrong device.

4. Two weeks go by and RAM has still not picked up the phone, every 2 days I am calling Vodacom to say that RAM has not picked up the phone, in the fear that should it be the 25th of the month my account will be debited. • My worst nightmares come to live, Vodacom debits my account more than double they are suppose to. • Vodacom bills me for an S8, a S8+ and to my suprise they also bill me for the 2 J5 Pr5imes even though those J5’s were free... At this point Im livid and want nothing to do with Vodacom. • Finally on the 3rd of October RAM picks up the wrong device. I start calling Tabitha from upgrades again to ask when I will get refunds she confirms in 7 days. I was unhappy but there is nothing really I can do at this point. I just want my money back and thats it. • On the 10th of October I receive a call from Ram harassing me that they did not collect a device from me, I had to send them the collection letter that I signed at pick up to prove that they collected the device. • At this point I still have not received my refund. • I also told Vodacom that I do not want the 2nd upgrade anymore, they should just cancel everything. I will only upgrade 1 line.

5. On the 20th I finally receive the refund... too late but nevertheless it arrived. I call Vodacom everyday to make sure that everything is cancelled and again nobody knows whats going on. I am being passed around departments and being hung up on, speaking to manager and the assured me that it has all been sorted out... I relax....

6. Only 5 days later (25 October 2017)... to my dismay, I get debited again, double the amount I should be debited. I was charged for 2 phone and I only have 1.

7. On the 25th of October I was told that I will get a refund for the extra debit that Vodacom took. Its the 06th of November 2017.

8. Since the 1st of November 2017 my line get disconnected twice a day because Vodacom says that I owe them R13400.00 due to their systems incorrectly billing me for a cancelled contract for the returned device.

9. I have been calling Vodacom everyday to open my line.

10. Everytime I call I get told that it will not happen again and service request will be logged to get this sorted out. Some people tell me that it will happen again and I have to keep calling to open my line. I call an ask for the complaints department and get told that Vodacom does not have a complaints department. I asked for the ombudsman number and was told to go to hello peter

11. I am sick and tired of Vodacom and I want this matter sorted out as a matter of urgency. My line not working for two hours everyday has cost me money because I work with my phone. I want compensation for that. The extra money that you have been taking from my account everymonth have forced me to request money on credit which bears interest