Unacceptable service

I went to VodaCare in Tyger Valley Centre on 30 June 2019 to upgrade my contract. On that spesific contract I had 2 phones. One for myself and one for my son. I was shown various packages by Andries, and I reluctantly chose a package for my son and decided to keep my phone and just pay for the existing package. After making some calculations, I realised that I will end up paying more and immediately informed Andries to cancel both upgrades while still in the store. He said that because he already uploaded the new contracts it will take 24 hours for the cancellations to clear and that I should come back the follow week as new deals will then came out. The next week I went back to the same store. Andries was not there so I spoke to Earl. Earl informed me that the cancellations are still not processed and that he will follow up during the week and that I should keep in contact with him about the progress. I got his cell number and enquired regularly via Whatsapp with him. A month later I still had no joy. At the beginning of August 2019 he phened me to say that my son's cancellation went through and that it is just still my cancellation that needs to be sorted out. On 2 August I received an SMS indicating that my querie was escalated. On 3 August I asked Earl what was happening and he said that he didnt know himself, but will follow up. On 5 August I received another SMS stating that the querie was closed. I asked Earl on Whatsapp on 15 August what was happening. At this stage Earl was not answering my whatsapps anymore.

On 23 August I went to the 2nd Vodacom shop in Tyger Valley as I just got bad service from Vodacare. There the consultant told me that my contract cancellation was put in on 12 August by a person called Insev. He told me that on 1 September the cancelation will be completed and that I will be able to finally upgrade. Today (1 Sep) I went back there and spoke to Brandon. He indicated that the querie that was closed on 5 August was because I exceeded the 30 day contract cancellation period. The SMS just stated that it was closed with absolute no explanation as to what the outcome of the querie was. Totally unacceptable! Brandon went out of his way to try and assist by putting in another querie for me, when the system crashed and he was unable to log in from any computer to further assist me. He suggested that I come back a little later to see if the system was up and running again. When I got back about 30 minutes later he had printed out all the paperwork and was trying to figure out why only my son's contract was canceled and not mine. I could see he really tried. Unfortunately there was nothing more he could do from his side as it was a Sunday afternoon and head office was closed. He gave me a copy of the supposedly new contract that was uploaded on 30 June and gave me a card with Head Office's phone number on it. I WILL be phoning them tomorrow and I expect that my cancellation be sorted out on the phone. I am NOT a happy customer and will NEVER go back to the Vodacare shop. The other branch is much better at assisting. Even though my situation is still unresolved I will give them the benefit of the doubt. I want this taken care of immediately and will be reversing my debit order until this issue has been taken care of.