Single sim phone supp**** in error

On 18 Feb 2021, I got a call from Vodacom to update my data contract (I have a normal cell contract and a data contract) After discussion i decided to upgrade both data and cell contracts as I was in need of a new handset. I specifically asked the consultant if the Samsung A12 that she was offering me as an upgrade from my Samsung A7 was a DUAL SIM phone as I needed that to enable me to use both sim contract cards in the same phone . At first she hesitated and then confirmed that it was the correct phone . We went ahead with the requirements for the upgrade

On 2 March 2021 the parcel was delivered to my work address. That evening I opened the package and when going through all the set up I discovered that it was infact not the dual sim model that I received but the single sim model. I phoned customer service on 082111 to report the matter but was advised that I should call the upgrades department on ***/9 in the morning

On 3 March 2021 at 07:41 (lasting 8min 17 sec) and again on 3 March 2021 at 07:53 lasting 3mins 36 sec) I called the upgrades department and reported the matter I was then told that Vodacom does not sell dual sim telephones at all and that they would send a courier to pick up the handset within 5 days

On 12 March 2021 at 10:21 ( a call lasting 6min 18 sec) I again phoned to report the matter on when the courier was going to fetch the handset as it was useless to me and made sure the upgrade on the telephone contract would be reversed. It was confirmed that the contract upgrade would be reversed once they receive the handset back . The matter was apparently escalated to take it up with RAM couriers why they have not yet collected the handset

On 15 March 2021 at 14:08 ( a call lasting 10 min 14 sec ) I again inquired when they will be collecting the handset. Again RAM couriers were blamed and I was promised to get feedback / callback from someone in Vodacom

On 29 March 2021 at 09:20 (a call lasting 8 min 44 sec) I again inquired when they will be collecting the handset. Again RAM couriers were blamed and I was promised to get feedback / callback from someone in Vodacom. This time i did not give all the information to the consultant and requested they read the notes on the account to me to ensure that it is in fact noted and that someone has not slipped up

Today is 15 April 2021 08:00 (2 months later) and the handset is still with me and I have an increased cellphone bill for something that was sold to me that did not meet the requirement I specifically stated when the initial upgrade was made and I am getting no joy from VODACOM. It this HelloPeter complaint does not work I will have to take it further with the consumer protection act.

The upgrade details are

Dear Anton your quotation has been processed ***. Use the order number *** when contacting Vodacom Customer Care on 082111 for further enquiries.