Solutions Department - bad service

Today I am a very angry, unsatisfied customer due to poor service delivery caused by your Solutions/Migration Department. My husband and I has been dealing with this department and to this day there is no solution. PLEASE HELP, someone with a mandate!!!! My current bill is No less than R1400 every month. An incorrect needs analysis was done at a Vodacom shop and for some time I tried keeping this contract, to little data, too much airtime & too much sms’s. We decided to migrate. On the 25/11/2017 we called 111 to do a migration on my Smart L+ contract and I was transferred to the solutions department where we spoke to a consultant (can’t remember the name) and she explained to us that there will be a penalty fee of R2700 (+/-) to downgrade to uChoose Flexi 150 which we agreed to pay but I was advised not to do it on the 25th but to call back on the last day of the month, because if I do it on the 25th I will lose out on my airtime and etc. so we agreed to call back on the last day of November because we wanted the migration to take effect on the 1st December 2017. On the 30th November 2017 we called 111 and was transferred to the Solutions/Migration department to go ahead with the migration from Smart L to uChoose Flexi 150. Spoke to the consultant by the name of Theresho. Theresho told us that it was not possible at all to do a migration on the last day of the month which made me furious because of the conflicted information given by 2 consultants from the same department. We told her that we wanted it done, no nonsense; she said she and the Team leaders (Thanyani/Dinah) was going to listen to the recording of the call on the 25th November 2017 and that she will call us back to try to resolve the problem. She called us back and explained how deeply sorry she was for her colleague’s mistake and that she did listen to the recording of the call. She explained that a migration can only take effect the 1st of every month and that we had to wait until the 1st January 2018, which I didn’t want at all. I wanted my migration immediately. Theresho asked if she could make the penalty fee of R2700 (+/-) fall away will we be happy to do the migration on the 1st January 2017, which we agreed to. On the 4th December 2017 I received a sms for a service request which was escalated ref number: 1- ********** ********** . On the 8th December I got another sms which stated “Thank you for your support. Your query with ref number: 1- ********** ********** has been closed.” I thought you go Vodacom because my problem has been resolved. To my disappointment it was far from a solution. On the 1st January 2018 I was checking my device to see if any migration has taken effect, to my satisfaction; nothing. I was so angry, still on holiday; having the same problem. On the 4th January 2018 given Vodacom a few days for the benefit of the doubt I decided to call back which I spoke to Zelda in the Solutions department. We had to explain her the entire incident from start to finish which she escalated to the Team Leaders. She regenerated the service request which was closed on the 8th December 2017 and I received another sms with escalated ref number: 1- ********** ********** . She promise to call me back when the Team Leaders will be available. She did eventually called us back when Thanyani (Solutions Team Leader) was available when then we had to explain the entire incident to him as well. He said he will go and listen to the calls and come back. A day later he came back trying to twist the incident, making it out like there was no promises made by Theresho; knowingly that Vodacom was at fault. We told him to come back with solutions and not problems. On the 12th January 2018, Thanyani was supposed to come back to us; he asked another consultant to call us (can’t remember the name) with some bull**** story. We demanded that Thanyani call us back which this consultant promised will be on the 13th January 2018. Thanyani insinuated that all we wanted was free stuff like the R2700 (+/-) that is supposed to be written off which I didn’t appreciate. If you go listen to the calls I was willing to pay that amount in December if the migration could have taken effect on the 1st December 2017. I am not even willing to pay this month’s bill because my bill for January was supposed to be R150, I was just going to add all the data I needed. Till today we haven’t heard anything from the Solutions department, seems like Thanyani does have the mandate to write off promises of R2700 (+/-) and now he doesn’t want to approach his Seniors with this mess one or two employees has created. I asked you to please assist me with this query. I wanted this migration to have taken effect 1 December 2017.