Online Upgrade Disappointing

I am writing to express my frustration regarding my recent online upgrade. Nowhere during the online upgrade process did it state that I would need to receive a call from an agent to complete the process.

An agent did attempt to call me, but they claimed that I “sounded robotic” and therefore could not proceed with the upgrade. As a result, my upgrade is still pending. This experience has been extremely disappointing and does not reflect the level of service I expected from Vodacom.

I completed the upgrade steps online correctly and comp**** with all stated requirements. The additional step and the handling of this situation were not clearly communicated and have caused unnecessary inconvenience.