Lies, incompetence and couldn't care less

Two weeks ago I called Vodacom with the intention of cancelling my contract because Cell C had a much better offer on the Samsung S8 which included 250 minutes and 2.25 Gigs of data. Vodacom countered this by offering me the Smart M+ contract with 400 minutes, 400 sms and 2.75 Gigs of data.

However I was only allocated the 750mb and the additional 2Gigs of data monthly was not allocated. I called several times to ask why this was not allocated and was sent from pillar to post. After several calls over a period of three days, and false statements that my query had been escalated, I was informed that the consultant who has concluded the was off and that the supervisor would contact me. I requested a copy of the recording and was informed that this would not be provided to me until the supervisor had the opportunity to review the recording. Fast forward two days and no word from the supervisor.

Today when I called again, I am informed that my account was in arrears due to the upgrade and they are not able to assist me until the arrears had been resolved. Again I was sent from pillar to post to find out why my account was in arrears. It turns out that the consultant had created an invoice for a connection fee and other penalties which were never mentioned to me at the time of upgrading the account, but failed to process the invoice within 48 hours as per the business rule. Ironically, I did a second upgrade on another data line a week later, and an invoice in the amount of R97 was created and billed. None of the amount reflect on my account and needless to say, I never received these invoices, however my account is apparently in arrears. Whats further ironic is that I queried the invoices on my account last week and was told that my account is in order. The issue of the outstanding invoice only came to light when I queried the data allocation.

The latest is that I am now blocked from customer care for 24 hours because I got security questions wrong. What is surprising is that prior to being blocked, I spent the better part of an hour on the phone with Vodacom consultants again being dent from pillar to post because no one could provide answers. Furthermore, there is a reluctance to provide the recordings from the discussions on the upgrade because it would mean that they would have to deliver on their promises.

I have spent the last week trying to resolve this matter and I am running out of patience. If they dont want to assist me with this matter, then my only option is to refer the matter to the regulators.