Poor customer service journey and experience

I have been a vodacom customer a few good years now, upgraded my contract at the promenade branch again in October 2017 was not a great start as this is my second contract with them and it was agreed with the sales woman Vanessa at the time my monthly instalments which includes my insurance would be under R400 but not knowing or expecting vodacom for taking the first instalment of R577 which I went to the vodacom promenade branch looking for the sales lady Vanessa, but they said she no longer works there and I queried on that Friday afternoon why they were over charging me and nobody could answer me and being like any person you start to question does anybody know how to do their job and the branch manager which I'm surprised his still a manager at the branch has no people s****s as he nearly through me out of the shop because I was irate not cussing at anybody just expecting an truthful answer to my question and he told me to get out of his store and that I need to call the vodacom call centre. I have then decided that if nobody is going to treat my enquiry as a complaint I will then call the vodacom customer services call centre which there was no help as well as nobody could still tell me the truth because I was told I am paying for an extra headset which I still don't have till this day and I am still paying over R400 for a contract with vodacom that was not agreed and I have called in to the call centre on numerous occasions logged complaints which was not good enough for anybody as I still have not received any call backs from vodacom agents or their managers which is sad no value or compassion for their customers sad. And now having another bad customer experience with vodacom promenade branch I took my LG phone on the 27 May 2019 which is under insurance with vodacom explained that my phone was working perfectly fine, until it shut off automatically on the 26 May 2019 assuming that the battery was most likely flat, charged the phone, triee switching it on but nothing appears on the screen display but all i can hear the sound of the phone going on, explained this to the consultants at the tech zone they looked at each other with blank expressions and told me they don't know what's wrong with my phone but that they will book in my phone for me. I asked them how long will my phone be booked in they said 4 weeks I laughed and said OK but can they give me a loan phone in the mean time because people that I know who are with vodacom mentioned I would get a loan phone in the mean time as my phone is still under contract and I have insurance. The tech zone experts told me no they don't give loan phones and I explained that my job requires me to have a phone and how will I be able to use the data without a phone and vodacom still expects me to pay them every month never mind over charging me on my contract which I never agreed to because I agreed to pay under R400. They just ignored my question and said they will call me to let me know when the phone is returned from the repair centre and they will call me to my mobile number and yet again I laughed and ask both of the consultants how are they going to phone me to my mobile number if I don't even have a phone and they responded oh yes not even asking if there is any other way we can make contact with you which I was waiting for them to ask me but sadly they never did which is a concern so I provided them with a solution of giving my mother's mobile number and they said will remain in contact with my mom which they never kept to their promise, as they have people signing forms telling me its me giving them permission to book in the phone which all I have is of they righting on the phone need to fix phone as they don't know what's wrong with the phone, few days after booking in my phone at the vodacom promenade branch my mom gets a text message from vodacom repairs centre quoting me over R2000 to fix my phone and to reply back to the message to say yes I give consent to fix the phone and 2. No to not fixing the phone. I went again to vodacom promenade branch to query why the vodacom repairs centre is expecting me to pay over R2000 to fix my phone and not to mention nobody could tell me for months what's wrong with my phone but I need to pay over R2000 I then asked if they could give me details of where the repair centre is as the consultants at the promenade branch could not tell me what the problem is with my mobile phone which they said they have been speaking to the repairs centre. I then asked if I could get the info of where the repairs centre is and they told me it's in Johannesburg and I asked if they are sure because too my understanding it was confirmed the repairs centre is in canal walk and they said no their repair centre is in Johannesburg. I then asked them can you please keep my mom informed since you have my mom's contact details and they said no they don't very bad because I started to worry if I can trust these people. Still no call from both vodacom promenade branch or the repairs centre, I went again in July 2019 the consultant told me they can see the repairs centre updated infononnthe system that it was the micro board and that the phone has been dispatched back to the promenade branch which they going to check to see if my phone is at the back, took so long at the back just to tell me that my phone is not at the vodacom branch but what I need to do in the mean time is pay the excess fee which he pulled the A4 page out of no where with the bank details for the somerset repairs centre which I need to pay at FNB Bank and bring the proof of payment back to him and I will receive my phone a week after I made the payment, that's when I got more concerned and asked him do you understand that **** is a big thing, you giving me bank details for somerset repairs centre but you said your repairs centre is only in Johannesburg and he said if you don't believe me I can show you our other customers proof of payments and I said OK please show me and he took again some time searching for the customers receipts and said this could take some time and I told him I have all the time in the world and he said no trust me and just go make the payment at FNB, which I had a feeling not to do it because there was no contact made in front of me to ask where is the phone because he mentioned it's a micro board issue and the phone has been sent to vodacom promenade branch took his own sweet time to come back to tell me there is no phone at the back. I waited again giving vodacom a chance to make contact to tell me my phone is at the branch still no calls or concern from anybody so I took once again the initiative to go to vodacom because it's three months and still no phone, because the second time I went back in July, the consultant at the tech zone told me again my phone has been dispatched to back to vodacom branch and she is going to check at the back just to come back and tell both myself and my father that the phone is not at the back and that she can't call the repairs centre as they closed which I understand because it's a Sunday but what she told and showed myself and my father was that the phone was fixed and then the story changed that it could not be repaired by the repairs centre as they exchanging my phone and what the consultant at the tech zone mentioned was that if they were able to fix my phone that I booked in I would have had to pay the excess fee but now that it's an exchanged phone I don't need to pay the excess fee and that she will contact my father to let him know when my phone will be at the vodacom promenade branch. Sadly once again no call back, so I let a few weeks go by again as I seriously need my phone as I'm paying for a contract and I can't make use of my contract at the same time because I still have no phone and four weeks has long expired which shows management is not so good at the promenade branch as they show no care towards their customers especially the way they speak to their customers including the manager is not professional. I have yet again visited the vodacom promenade branch on the 25 August 2019 to find out if my phone has arrived yet as the last consultant explained that my original LG phone I have booked is reparable based on them at the vodacom promenade branch which they explained my original LG that I booked in was fixed and now to year it's being exchanged because they could not fix the micro board and that since it's an exchange I don't have to pay any excess fee because it's not the original LG phone that I booked in at promenades vodacom branch. Just to hear that his going to check again at the back to see if my phone arrived and knowing the outcome already he comes back empty handed and says no phone arrived still and that he does not know why his colleague would have told me that my phone is being exchanged and asked me if I paid the excess I explained I have not because I have little faith in you guys because you all give different information which is contradicting because nobody knows what's happening and my phone is always dispatched to you guys here at the branch just every time to hear nothing has been received. I have been explained at the blue route branch that all vodacom stores sends their customers phones to be repaired at canal walk and that they calo their customers back and advise them that their phones have been delivered and that they can pay the excess fee over the counter and get their phone immediately so why is promenade vodacom branch policy different to the other stores and still no answer. I have lost my faith in vodacom as 3 months have passed and I have not heard one sorry from anybody because I guess vodacom don't value their customers and it's sad they will be losing me as a customer not that vodacom would be concerned. I am pretty sure that who ever will read this review will still show no concern and will not even attempt to call me. So this is definitely a poor customer journey and experience. Please train the people at the promenade vodacom branch because they have seriously no people s****s because there is no empath or compassion for their jobs or their customer's