No practical solutions provided for a mistake made on Vodacom's side and social media team not reading customer's messages and simply copying and pasting responses

Prior to writing this complaint, I have consulted the Facebook page of Vodacom and asked 3/4 times that someone call me, with no avail (this is after a number of messages trying to solve the issue). After another copy and paste response from Vodacom, I decided to write this compliant as clearly the messages of the consumers are not read and copy and paste responses are provided. My next step will also be to contact the head of customer services at Vodacom (via Linkedin) to see if anything may change.

I've been a Vodacom client for the last 6 years and I have to say for the majority of that time I had issues with them. I'm now at the stage where two of my phones needs to be upgraded, and I'm considering leaving as the services provided is absolutely shocking

My new issue relates to an upgrade made in August 2020. I followed the steps on Vodacom's website to upgrade one of my phones and subsequently a new contract was created (instead of an upgrade). I only realized this a few months ago due to my monthly fee being a lot higher than usual. Its also funny to mention that the number that should have been upgraded, was just continued on a month to month basis, without any communication from Vodacom, or to mention that I should have upgraded the number already.

The responses received in regards to my compliant is rehe****d and copy and pasted. Vodacom wants me to pay 75% of the contract as cancelation fee (although 25% was communicated over a phone call), which is madness as I haven't used the "new" number at all since August and will not use it until the expiry of the contract. So why must I pay 75% of the total value when the mistake is not on my side.

I'm therefore asking that someone senior call me so that we can find a practical solution to the problem.

Please further note, the number provided on this complaint, is an Irish number. Therefore, please add +353 before you call me