Idiots on lockdown @ Vodacom

Hallo

I have 2 contracts with Vodacom (one for me and one for my husband). My husband's contract came to an end on the 19th of April 2020 and due to the lockdown, I cannot go into a store to renew the contract. I ordered it online on the 16th of April. The message said that a call centre agent will be in contact with me within 24 - 48 hours to discuss the delivery. On the 17th of April I received an email whereby Vodacom said they tried to contact me. This is absolute ******* as I expected a call and answered my phone every time it rang. So, I phoned Vodacom and was put through to the sales department. They then informed me that there is no order on their system, so I placed another order with them.

On Monday (30th of April) I received another message from Vodacom telling me that they could not get hold of me. I phoned the sales department again to ensure that there is nothing wrong with my order. I was told again that there is nothing on their system for me, so I will have to do it again.. About an hour later, Vodacom phoned me and asked how they can help me. I told them that I want to do an upgrade, can they please make sure that it is done this time? The guy told me, that there is nothing on their system for me, so he will have to place the order again (just to mention, this is my 4th time for ordering the same thing..).

On Monday afternoon a delivery lady phoned to confirm the delivery address. She wanted a passport number, so I told her that I do not have a passport, only an ID number. She said there is no way they can deliver the package as the delivery guy will need to verify my passport as per the Vodacom information they received. She told me that she will take it up with Vodacom and they will be in contact with me.

On Wednesday (after receiving no feedback), I phone Vodacom to ask what is going on? They told me that there is no order for me, so it must have been cancelled. I need to order it again. When I asked why they want a passport number, they said that my contract is registered on my ID number and the other contract (for my husband) is registered as a passport number, but it is the same number. I will need to phone accounts to "merge" my account into one account under my ID number, otherwise they will not be able to deliver it to me. I phoned accounts 2 times (the first time the call did not go through) whereby the lady told me that she can merge accounts, but not mine. She could also not tell me why she cannot do mine. She just "cannot" do it. I will have to wait for the lockdown to end to go into a shop, or cancel the contract and open a new one under my ID number.

We cannot wait for the lockdown to end as my husband's phone is broken. It needs to be in the charger to work, so I need a phone urgently. I decided to rather cancel the line and open a new contract (this was after being on the phone with Vodacom for 2 and half hours to try to get this sorted). When I phoned the cancellations department, they informed me that they cannot cancel it as it shows with them that it was upgraded. When I phoned the sales department, there is nothing on their system.. ("WHAT??!!!" Might be your response? Well, try to speak to them, it is worse.. Especially after more than 3 hours speaking to them.)

With my last phone call to the cancellations department I asked the lady to get a manager to phone me back (as they cannot put you through to one), but as expected 48 hours later and STILL no response. How can I expect idiots to deliver a message. So, now I have to pay for a broken phone on a contract I do not want anymore. I will need to stop my debit orders and hope someone will phone me then?? What else can be done?