R20 000 Debit on account??!! phone softlocked!!

I am due an upgrade on vodacom. i called the cancellations department and proceeded to do the cancellation (1 month prior to my contract coming to an end. 12 July). I consider, as most do, that Vodacom are expensive and their customer service is shocking. The consultant however made me an offer i could not resist so i decided to stay with vodacom and do the upgrade. After many phone calls back and forth, i got a call to confirm the contract. They had got the handset wrong, a order for an Iphone8 was done instead of a Iphone X. Another week goes by and finally last week the order was correctly placed for an Iphone X ( 26 july - 2 weeks after call to cancel/upgrade).

Yesterday morning (sunday 29 july) i received a sms from vodacom saying "Vodacom balance notification. Balance has now been exceeded. Line is softlocked"

I called the customer care line and the consultant unlocked it for me but could not tell me why it was softlocked.

This morning the same thing happened. I once again called the customer care line. This consultant revealed to me that my balance was over R20 000. Approximately R1200 for my current contract and Approximately R20 000 for the Iphone X. She said that she would need to mail the "Back Office" to find out why this has happened. I then got to speak to the consultant which actually did the upgrade for me. She could not understand how this could be as the contract had a fee, and there was a handset fee.

The huge problem i have now is that "apparently" this debit can not be stopped and will take 7 days to be credited. Wednesday is the 1st, the day of my debit order. PROBLEM!!!

I suggested i will need to go to the bank to cancel my vodacom debit order. The consultant agreed. I will not see that money again if it gets taken from my account.

This is not the first time i have had a problem with Vodacom. You have a huge problem with your service 2 years down the line and i dont see it improving 2 years from now.

If i have not heard back from vodacom by 12pm tomorrow with a solution to remove the R20 000 from my account i will cancel my debit order, cancel my contract, and move over to another service provider.

As im typing this review, i have received another sms from Vodacom saying my line has been softlocked!!!!