Incorrect Line Allocation on Upgrade

Dear Vodacom,

Do you understand the difference between an upgrade and a new line request?

I upgraded my line on November 11, 2024, using your online platform—the same process I followed previously. I received my new phone about a week later. Like most customers, I immediately app**** a screen protector and cover to protect my device.

In January, I received my bill and noticed it was more than double my usual amount. I contacted customer care and spoke to Kelly (Ref # 5-CT6E21LL0). After 30 minutes, I was informed that a new line had been allocated instead of an upgrade. I pointed out that all my communications clearly stated "UPGRADE" and offered to provide proof. Kelly assured me that the matter would be escalated and that I would receive feedback within 48 hours. That was on January 10—I am still waiting.

Since no one contacted me, I followed up on January 28, spending another 40 minutes on the phone. I was then told I needed to personally contact the online department. I spoke to Mjabuno, explained the issue again, and was informed that the only solution was to cancel the line, return the phone, and then process the upgrade again.

I questioned why the phone needed to be returned, considering I had already spent extra money on protective accessories. Once again, I was assured that someone would contact me within 48 hours. I also requested that Mjabuno follow up with me on Friday to confirm the matter was being resolved.

Neither of these promises were kept. No one has called me back, and I am still being incorrectly billed.

So, Vodacom, what is going on? What more do I need to do on my side? This was not my mistake, and I have offered proof, yet no one has taken responsibility. Do you plan to continue double-billing me for your error?

I expect an urgent resolution and a proper explanation.

Sincerely, Martin