Inadequate ***** Dispute handling processes

As another reviewer stated this company should not even receive a star, the only good thing is the colour of the star which represents my mood after every interaction with Vodacom. I would like to bring to your attention the inadequate service delivery on my ********** dispute lodged 26 September 2020. At 3:00am, on the morning of 26 September 2020, I was going through my bank account, check if my debit orders were processed correctly, I noticed that my Vodacom debit order was higher than expected. I have had this account for more than 5 years, and have a 2GB Top-Up data package and was expecting the usual R110-00 debit order. I immediately logged into the Vodacom website to see what was done on the account, and found that the contract had been upgraded to a Flexi uChoose contract and that a handset upgrade had been processed on this number, without my knowledge or consent. I immediately searched the Vodacom site for activities around my next actions to report the *****, found the ***** Dispute document, completed this document and saved it, for further action after contacting the customer service department, as the page where i found the form did not provide clear instructions for lodging the dispute At around 10:00am that same, Saturday morning, I contacted the 082 135, the agent assisted with the immediate blocking of the SIM card and raising the ***** flag on the number, assisting me and ensuring me that the form, a copy of my ID and 3 specimen signatures were to be submitted to ***. I was also at this point told that I would receive a call from the ***** Disputes department within 2 working days after submission. The dispute form, copy of my ID and 3 specimens of my signature was submitted to the email address in question by 1:22pm on the same day. On 29 September 2020, I resent the dispute email, requesting an update, as I had not yet received a call or a reference number. On 5 October 2020, when calling 082 135 to request an update it was noted that my dispute form, sent on 26 September 2020 was received and again on 29 September. I spent over an hour and half attempting to find someone who could provide answers or advise on progress or direct me to the person dealing with my dispute or cancel my account. Not a single person that I spoke to could advise me on any progress of the dispute, until I was given the number of a ***** investigator, who advised me that the dispute had not been assigned as there was a problem with opening the attachment, that was originally submitted with my prior emails. At no time did I receive a call, SMS or email correspondence notifying me of any issues. On 13 October 2020, when contacting the customer service department AGAIN to follow-up on the progress, I have only been informed that the the status of the dispute is still in progress. I want it noted that due to the lack of service and the poor handling of this ***** dispute case, rude service agents, who shout back at me when I'm clearly upset by the poor service, I wish to cancel this account with immediate effect. I do not wish to have any further relationship with Vodacom in my personal capacity. You're welcome to take your time in resolving this dispute in your own time and at your own cost, however this will not be at my cost any further. I will also proceed to dispute the debit order deduction on my bank account, and ensure that no further debit orders are deducted from my account in the future.