Incorrect upgrade unresolved

<p>I placed an upgrade request via Vodacom Online for Plan A (one of the Smart plans, which was the same plan that I had been on for the past couple of years) on 3 October 2016. I called Vodacom Online on 6 October 2016 to confirm and finalise the upgrade request; I received the new device approximately one week later with the understanding that the new contract would take effect from 1 November 2016. At the end of November 2016, I was billed for an amount of more than 50% higher than the Plan A price advertised on Vodacom Online at the time I upgraded/renewed my contract. Upon inspection, I realised that I was now erroneously on Plan B (one of the uChoose Flexi plans) instead of Plan A, as requested. This incorrect processing of my upgrade request by Vodacom had two major implications: (1) call time, data, and sms of significant value that had accumulated on Plan A and would have been carried over were lost, and (2) the amount paid for November was significantly more than what I would have paid had I remained on Plan A (I still do not understand why I was allowed to exceed the airtime value associated with the specific uChoose Flexi plan – I did not receive an invoice, and cannot retrieve an invoice for November 2016 from Vodacom Online either).</p> <p>To resolve the matter, I called Vodacom Sales and Upgrades on 7 December 2016 and was eventually transferred to a senior by the name of X (real name available upon request). She indicated that they had to retrieve the recording of my call to confirm that I had indeed requested to be upgraded to Plan A and not Plan B, and that she would call me back within a day. When I had not received any feedback a day later, I called back to follow up on the matter. X said “the line is bad, I will call you now from a different number”, but she did not call back. Later the same day (i.e. 8 December), I called again but X was apparently unavailable. I spoke with an assistant by the name of Y (real name available upon request); she indicated that it usually takes 1-2 hours to retrieve a recording of a call, but that X had not yet managed to get hold of the recording for my specific case. I called and spoke with X again on 9 December (no feedback) and on 12 December, on which day she put me through to Z (real name available upon request) who promised to escalate the query and call me back in 24-36 hours. I did not receive any feedback, and called back on 15 December only to find out that nobody can put me through to Z to follow up on the matter. It is now more than a month since my first request to Vodacom to rectify their incorrect processing of my upgrade request, and it appears as if Vodacom has simply shelved the query. Despite my financial loss and great inconvenience, there is no attempt from Vodacom to resolve the matter.</p>