Pathetic Excuse for a Service Provider

Feedback on Vodacom as follows: 02 April 2024 I must say that the lady that assisted me from this platform (HelloPETER) is the only person that seems to have understood what my problem was. She took the time to listen to me and give me regular feedback. She actually DID manage to get my phone unblocked. So yes, I'm able to phone now and everything but I'm sitting with a bigger problem now: Vodacom charged me R14,000 as a migration fee because I’m moving from a RED VIP contract, to a normal RED contract, when I upgraded my Vodacom account. 1) I asked before upgrading if there were any fees applicable, and I was assured that there were no fees applicable, because I have a SIM ONLY deal that I took on Black Friday in 2022 and the cost of the contract / deal was R699 with NO PHONE. 2) MIMOSA MALL Vodacom Vodashop called me after this post and eventually and said to me that there's a R14,000 and migration fee that I knew nothing about. To resolve this (and the fact that I have never agreed to any fees), they OFFERED me two resolutions: a. I can either continue on the old contract and upgrade to the same contract and my payment would move from the above mentioned R699 to R1899 a month. (As mentioned the current contract I have was a Black Friday SIM ONLY deal, and the cost thereof was R699. b. And then option 2, I can return the phone and they will reverse the contract. I chose this option, because I refuse to go from R699 (current deal) to R1899 (proposed deal) and the deal that I agreed on was R1100. And had it been that easy, I would have been happy. This is what is happening now… i. I returned the phone for the above reason. I was not given any proof that they took possession of the phone and accessories from me, (even though I asked for proof). The consultant, Nicolaas, typed out proof on a letterhead and signed it IN FRONT OF ME. Then he went to the back and asked his manager if he could give me the letter and was told, NO! He said that his manager just said that they have taken the phone from me and that they will reverse the contract and that there is no proof of that that they can give me. He said that they are not allowed to put anything on a letterhead and I can trust him because there's lots of cameras in the store. Once again, pretty suspect…) It's been more than a week now. I have heard nothing from Vodacom I've sent multiple WhatsApps to Nicolaas at VODACOM MIMOSA MALL and no response or… “we are still busy, we will contact you”. ii. The WORST part of all of this is that the branch manager doesn't even come out to discuss the matter with me. She seems to be too high and mighty to interact with customers. I have been a Vodacom customer since 2005 (previously checked and it said 2007, but that was not correct). And the manager cannot even do anything to update me, interact with me or even try to resolve my query. This is supposed to me my SERVICE PROVIDER!!!! Is there any service being provided? VODACOM Mimosa Mall is still in possession of my phone. The R1100 contract has taken effect. I don’t have the phone, was assured that the contract would be reversed immediately. My bill still shows that I owe R14 000, and Vodacom is basically doing nothing about it. So as my query been sorted out… You tell me. I just want to cut any and all ties with Vodacom. I have 3 active contracts and will cancel them all and my family and I will unfortunately not use Vodacom again.

Still not a word from anyone at Vodacom.