Poor Service and No Accountability – Still Waiting for My Correct Device

I app**** for a contract phone with Vodacom on the 25th of June 2025. The phone was marked as "dispatched" on the same day, but I immediately noticed that it was a 4G device, even though I app**** for a 5G package.

The tracking number is K490386, and despite it never being released for delivery, it took until 07 July 2025 for Vodacom to cancel the incorrect order in dispatch.

Since then, the correct 5G phone has still not been processed, despite numerous calls, consultant engagements, and even escalating to a line manager. Most consultants either give me vague responses or outright refuse to escalate the issue, leaving me stuck in a frustrating loop every time I call — repeating the entire story from the beginning.

On Friday, after it was supposedly confirmed by the line manager that the wrong phone had been cancelled and the correct one was ready for shipment, I was promised an update via email. Instead, the consultant emailed saying they were still "waiting for the cancellation" — directly contradicting the information provided.

This process has been exhausting, inefficient, and unprofessional. I feel completely unsupported and unheard as a customer. Is there anyone at Vodacom who is actually willing to assist and follow through? All I want is the device I app**** for and to stop chasing your team for basic accountability.