Nothing happens even after many calls and assurances of service

Vodacom must be the company with the worst customer care in South Africa if you have an issue. I have now struggled for more than 2 months and many hours speaking to call centre agents but nothing happens. In fact, whenever one calls, you have to explain the whole problem from scratch as the agents do not seem to capture the problem or alternatively cannot see what was captured before. There is also no mechanism for them to see what is outstanding and that nothing is happening to the query.

My problem is as follows: • I have 2 Vodacom numbers, one linked to my phone and one a data package. My phone was due for an upgrade which was done at the beginning of July 2023 • When I received the first account after the upgrade, it became clear that this was done incorrectly on the data package instead of the cellphone package. which meant I no longer had a data package and was paying for the phone package on both numbers • I then requested that the upgrade be moved to the correct number. I was told the only way to do this was to return the phone and order a new one. Doing this cost me money as I had already installed a screen protector. Vodacom arranged for Ram couriers to collect this which happened on 24 July 2023 • Since then, after many, many calls I am still being billed for the phone and the reversal has not happened.