Unacceptable Response to Service Complaint

<p>I visited the Mall of the South Store on 31st March 2017 at 5pm and was assisted by Innocent. I took up the Samsung A3 on a uChoose More 2GIG contract @ R 598pm. The offer included a Samsung Gear watch. I left the store at 7pm that evening with the phone, and a Samsung gear Fit2 and was informed by Innocent that because it was late, he would be activating my contract the following day. Don't know why this took 2 hours but I was patient. When I got home and tried on the Fit2, it was too big. Under the packaging, the box was labelled “large”. I returned to the store on 1st April 2017, and informed Innocent of the size of the watch and he advised that he was not aware that it came in different sizes. He assured me that he would order the watch that I required – a size Small; colour black, and that I would receive this on Thursday, 6th April 2017. I also informed him that the contract was not activated and he then gave me another sim card and said that I should switch the phone on at 2pm that day and all will be fine. This did not happen and I then called the store the following day, 2nd April 2017. He then said that the contract would be activated the following morning and told me to dial a certain number which I think is unacceptable because I visited the store to have this done. The next day it was still not activated and I spent the next two days in constant back and forth between Goodness (store manager) and Innocent. I visited the store again on 4th April 2017 and spoke to Goodness who advised that there was a problem with their USSD codes and this was not specific to me. She showed me on the system that the account was active and the balance on the app on my phone. I was satisfied with this and thought that all my issues would now be resolved as she also confirmed that my Samsung Gear will be ready for collection on Thursday. Yesterday, 5th April 2017, I checked myVodacom online and was shocked to see that my bill so far is R 978. Innocent has advised that I am being double billed. Today when I requested confirmation of collection of my Samsung Gear, Goodness advises that it is not available. What is available is a pink gold Fit2. After getting no joy with the story I escalated the matter to the apparent Area Manager, Itumeleng and customer care. His response was utterly shocking. He wanted to have the Large Fit2 adjusted to the size of a small as a resolution! Both customer care and Itumeleng were unhelpful and not willing to assist. Itumeleng simply advises that I must wait until there is stock. And does not give me a time frame. Customer care says that they will not get involved and that the store must resolve the matter. I am utterly shocked at the responses. I was promised the item TODAY. I spoke to Goodness everyday and she always confirmed that the order was placed and that I would receive it today. It is unacceptable that I will be expected to pay device charges but I do not have the item. I also do not accept that a double amount will be debited from my bank account. This must be resolved before the scheduled due date. I expect to receive my Samsung Gear Fit2 tomorrow, 7th April 2017 as I was promised to receive it today. It is unacceptable that Vodacom cannot provide the products they advertise. I have given them a week to order the item in the appropriate size and colour, and I was promised to receive such. It is unacceptable that I should wait any longer. </p>