Misleading Upgrade Offer Resulted in Unexpected Increase in Monthly Costs

I was contacted by a Vodacom sales agent on or around 27 March and offered what was presented to me as a better deal because I was not utilizing my SMS allocation. During the conversation, I understood that my monthly costs would either remain the same or decrease. Based on this understanding, I agreed to the offer. When my debit order was processed, I discovered that my monthly payment had increased significantly instead. This was not what I believed I was agreeing to during the call. I immediately contacted Vodacom customer service to query the increase and have since made numerous attempts to resolve the matter. I requested that the contract change be cancelled and also requested access to the call recording. Vodacom has now advised me that they reviewed the recording and believe the agent provided the correct information and that I agreed to the terms. However, I dispute that I knowingly agreed to a package that would substantially increase my monthly costs. Had I understood that I would be paying significantly more, I would never have accepted the offer. My concern is not only whether certain terms were mentioned during the call, but whether the overall offer was presented in a clear and understandable manner. The fact that I contacted Vodacom immediately after seeing the increased debit order demonstrates that the outcome was completely different from my understanding of the agreement. I am disappointed that despite raising my concerns promptly and repeatedly, I have not been provided with a fair resolution. What I am seeking: A review of the circumstances surrounding the sale. Reversal of the contract change or a suitable alternative solution. Consideration of a refund or credit for the additional charges incurred. A copy of the call recording so that I can independently review the conversation. I hope Vodacom will reconsider this matter and resolve it fairly.

Kind regards,

Jolene