Misrepresentation and Poor Service

Early July 2018 (Friday) I approached a Vodacom branch in Rosebank to request that they assist with our fibre online application which had delayed for almost a month. Here I was assisted by a Polani and she advised that there was also a special or promotion (no activation or installation fee).I informed her that we had app**** for a month to month contract unlimited/uncapped data at R604 per month. She confirmed that we would also qualify for the special even on a month to month contract. On the following day which was a Saturday a Vodacom agent by the name of Nokuthula contacted me indicting that she has receive a request from Vodacom in Rosebank to assist me in completing my application as it has delay. She came to our place in Fourways with the application forms. We informed her of the package we wanted and she confirmed that this was the contract she had for us and she also confirmed the special of not being charged activation or installation as indicated by Polani. We signed the contract and she informed us that Vodacom would contact us soon to do the installation. We also enquired from Nokuthula about our first billing and she informed that a will be charged a pro-rata meaning from the day our fibre becomes active. A few days later the fibre was installed. However the router for the fibre was only installed on the 13 of July 2018 (Friday) and that was the day the fibre came live and we were able to use it. At the end of July beginning of August 2018 my first billing for fibre was sent which included my existing cellphone contract I have with Vodacom. The billing had a charge of R 2100. On the 2nd of August 2018 I contacted the Vodacom fibre department and they indicated that the amount included an activation and router fee. I disputed this and indicated that the store that assisted me had informed me that there was a special offer and all these charges were waived. They then logged and dispute with the reference(SR180 ********** 26). Since the day I received the SR number I have been following up every month and I always get informed that there were notes written on my query but no action has been taken. I was promised that the matter would be escalated but every agent I spoke to after that provide the same status which was that the matter has not been attended to. During these months we were continuing to pay directly at a Vodacom shop, the normal premium for the iphone R768 and fibre R604.At no point did we receive any update or a call from Vodacom regarding our matter. At all times we were the ones calling to enquire about our matter. Last month my phone was suspended due to the arrears reflecting on the account which were made up of the activation and router fee. I immediately contacted Vodacom and they were able to unblock it, however again late last month (Oct 2018) the phone was blocked/suspended again. I thereafter contacted Vodacom and insisted that I speak to a manager or supervisor. I was told that the supervisor was busy and that they were also not allowed to give out the supervisors contact details, however I was promised that our matter was escalated to him and that he would contact me. The supervisors name was William Nkawu. He did not get back to me as promised and I had to call him on numerous occasions and finally I spoke to him. He promised to take my matter further and that he would provide me with feedback. He also gave me his email address. He called me back to indicate that the matter was still with back office billing and that he had not received feedback from them. This was the last time I heard from him despite numerous follow ups on my side via email and telephonically. Every time when doing a follow up I was informed that he was busy or not at work. Last week early this month (Nov 2018) I requested that I be put through to a manager above William. I was told that he was busy on another call. I insisted on getting his email and requested that he contact me urgently. The manager’s name was Jayde. As usual I did not receive any call back from him. I forwarded him an email reminder however to date I have not received a call or an update from these managers to whom our matter has been escalated to. Also it’s been almost 3 weeks with my phone having been suspended. This has caused great inconvenience for me since I use my phone for work purposes. To make things worse we have been paying every month for both the phone and fibre.