Mobile data upgrade cancelled without communication

Hello Peter

My 24-month contract was expiring / expired at the end of June 2018. On 5 June 2018 I upgraded from 5GB to 20GB data contract and got new Wi-Fi router at Vodacom Shop, Loch Logan, Bloemfontein (Consultant: Reggie). I was advised to insert the old SIM card into the new Wi-Fi router. Another information I was given is that 20GB would be allocated from 1 July 2018. However, only 5GB was allocated. My understanding was that it could be that 20GB would be allocated from 1 August 2018. My disappointment is that I did not receive 20GB, but only 5GB, which is depleted already because I activated automatic updates with the understanding that I will update applications using 10GB available at night. I was not aware that 20GB was not allocated. Upon contacting Vodacom Customer Care about this matter, the consultant indicated that the upgrade was cancelled and that I should enquire at Loch Logan why the cancellation was done. On 6 August 2018, I tried bringing my frustration to the manager, who has been busy with another client. As I waited for 45 minutes (with due respect to the client) and as I was rushing to get to an appointment, I had to leave. Nonetheless, I later got a chance to enquire with a nearby Vodashop with the understanding that a quick-check could be done on the same system. Sylvia could not resolve the problem and took my contact number. Today, 7 August 2018, around 4h30pm, I called Sylvia to make a follow-up. Sylvia was shocked that Reggie didn't call me as he should have done, because he is the consultant who rendered the service to me when I was doing the upgrade. Considering that I have been awaiting 20GB of data since July 2018 to date, and as my query is not receiving the attention it deserves, I am disappointed because I was expecting this matter to be handled with courtesy. Given that I need data to do my online job every evening, it is inconvenient to buy prepaid data every time it gets depleted. More so is the fact that I didn't expect this inconvenience, because I upgraded on time. My understanding is that Vodacom should give me explanation why the upgrade was cancelled. It's bad that ineffective and inefficient customer care has resulted in me requesting your intervention to get answers / explanation from Vodacom, the mobile service provider that has all my personal details and contact numbers. Please assist me in getting this matter investigated.

Regards

Tely