Pathetic customer service and resolution process

On the 10th of July i did an online upgrade with vodacom for 2 of my numbers. I have been a customer with vodacom for over 18 years and always did instore upgrades but figured online is the way of the future, but boy was I wrong. I chose 2 plans and received the fones in good order, however at the end of july i was debited a total of R8325. 29. My bill that was supposed to be deducted was only R2634.6 The balance was actually a charge for the device.

The below is the charge levied on my statement with the reference numbers: K ********** - R3019.44 K ********** - R2646.84

Thats a total of R5666.48.

I called vodacom immediately and was bounced around by various departments. I kept been sent back and forth to sales, after sales, online, accounts, customer care etc....spoke to every department and was given an e-mail of ********** to send complaint to, but no resolution at all. Furthermore there has been constant harassment by vodacom to pay the full amount as i reversed the debit order, or they will suspend my line.

On the 16th of August i was fed up with no resolution and went into a store to escalate. The lady took all my details and escalated the same and gave me a reference number. Within the same day i got an sms saying case is closed but i didnt receive a call or an e-mail or anything.

I called in again and the consultant couldnt see what the resolution was about and said the person in charge will call me back the next day. Of course up till now i still havent received that call.

Today my line gets suspended. I call in and speak to a consultant who says that the person in charge has made a note that a credit needs to be passed for K ********** - R2646.84. However there is no mention of the other amount. Neither has the credit been passed as this amount is still reflecting as the amount i owe.

To add insult to injury i was told that could take up to 7 days for the credit to be passed, something im waiting an entire month for and in the meantime the line is suspended.

Totally unaccepatble. In addition, i opted for the smart xs plus package and was given a top up... after 18 yeears of open line now i have to go to top up because of some inept consultants.

Disgusted with vodacom and wish to get out this contract