I regret the day I decided to take a package

<p>I was told i was due for upgrade. The upgrade is complete according to their system but they cannot trace the device. They refer me to a Chartz Connect Centurion to go check if the device is with them. Mind you, this branch told a customer care consultant that they cannot help her and referred her to Upgrades dept. And still the consultant wants me to go speak to Chartz. A consultant logs a request to Back office but to no avail. They give me a wrong Chartz telephone number</p> <p>For over a week i have been speaking to various Vodacom staff for assistance but to no avail. And now they debited my account for the device that i do not have - I am going to reverse the debit. Secondly, I took the contract on the basis that my contract is due for upgrade. Now I am told i still need to pay for the outstanding 2-3 months on the old contract. </p> <p>In all these, none of the consultants could suspect *****. When I tell them I suspect *****, it is only then that they suggest i do an affidavit and email to their forensic dept- Incompetence. I ask for a direct line/emaill address as it is a mission to get hold of the people that have been dealing my query, as it is a struggle to locate them {cannot get through to upgrades dept - i have to phone customer care and then explain my story again and again and do security checks (i do about 3 per call)} - FLAWED PROCESSES. The guy refuses to give me HIS DIRECT LINE OR EMAIL ADDRESS and insists on me following this long route because i even told him I have not been able to get through to Ugrades in the last 5 days. Where is empathy, customer centricity?</p> <p>Dissapointing!</p>