Telephonic upgrade, ****up

During the week ending 16/2/2018 I was phoned by a Salvador on or about Thursday the 15/2/2018 to advise that my cell phone *** *** *293 was due for an upgrade. After discussion I advised that I would confirm whether I would upgrade the following day. He then phoned back on the Friday and I confirmed that I would upgrade the discussed cell phone number to a Huawei P8 lite. The upgrade package also included Windows 365 and Norton AntiVirus which was not discussed. The contract was to remain exactly as prior to the upgrade.

He then advised that another cell phone *** *** *653 was also due for an upgrade and asked whether I want to upgrade this at the same time. I advised that this phone was used by my daughter and she would decide whether she wanted to upgrade it or not and that he was not to upgrade this phone but only the one ending in the digits 293.

I asked Salvador to arrange that RAM Couriers would phone me prior to delivery. He advised that this would not be possible as RAM did not phone before delivery and that I had to check on their tracking website. After an aborted delivery attempt I discovered that Salvador had misinformed me and that RAM did in fact phone before delivery when requested to do so. His misinformation caused a delay of 2 days and an inconvenience to both myself and the courier service.

I eventually received my upgraded phone on Friday 22/2/2018 together with a separate parcel containing 2 copies of Windows 365, Norton AntiVirus was not included in this parcel although the delivery slip stated one copy of Windows 365 and one copy of Norton. Another example of incompetence.

On Wednesday 28/2/2018 I received a please call me from my daughter who advised that she suddenly had no airtime or data available on her phone. This placed her in a very difficult position and she used her phone to gain access to the complex she stayed in.

On phoning Vodacom customer service I was advised that contrary to instructions the cellphone contract for my daughter's phone ending in 653 had been changed from an open line to one with R150 per month. I requested this be changed back to the original contract and was advised that could only be done after the packages containing the upgraded phone and the program discs were collected. I then requested that airtime be added to the phone and was advised that this was impossible.

After being transferred to the upgrade department I was confronted with a complete unwillingness to help as a result I asked to be put through to supervisor and spent an excessively long time waiting to be put through. I eventually disconnected the call.

I insist that this situation be rectified and that my daughter's phone be returned to the contract it was on before this mistake occurred without any additional cost to myself.

I am extremely disgusted with this totally unacceptable mess which actually put my daughter in danger due to not having airtime available to enter her premises. As this is not the first time I've experienced problems with telephonic upgrades via Vodacom I will not be doing so in future.

As a long-standing customer with 6 contracts we are seriously reconsidering whether to remain with Vodacom or not.