Terrible Service

I had an upgrade done on the 17th of March 2025. The deal was for a Huawei MatePad SE and 100GB of data monthly The device was delivered on the 25th of March 2025. On the 2nd of April 2025, I realise I am unable to make or receive phone calls on the said number. After calling after-sales and then after cancellations, I concluded that the number was converted to a data-only line, which is something that the agent had not made me aware of. With that said I asked that I be put on a different plan because the number is my main number, and I need to be reachable on that number. I was advised by someone in retentions that i would have to return the device and reverse the upgrade because that's how it works. I had no issue with doing such because keeping my number and being reachable was of priority. Today is the 22nd of April 2025 and this device has not been collected nor has anyone contacted me about getting it collected, despite me giving out an alternative number to reach me on. I have done numerous follow ups and all i keep getting told is that they will escalate the matter. I have called in on the 4th, the 8th, the 11th and today on the 22nd with not help at all.

This has become such an inconvenience because I am unreachable, I am unable to make phone calls during emergencies. I am now stuck with no way forward because an agent failed to explain the implications of the deal he was making. Had he been explicit, I would have never agreed, and what frustrates me the most is how no one seems interested in rectifying this. I have been a Vodacom customer for years, and this kind of service is genuinely disappointing, to say the least.