Untrained contact centre agents has results in additional costs/appalling serviice

<p>I called the vodacom customer contact centre in November 2016, I ask the consultant when I am due for an upgrade and he advised me that my next upgrade date is the 22 july 2017. I have recently been laid off from work and hence i needed to downgrade my account/ switch to prepaid. hence I opted to go with downgrading my contract to a uchoose flexi. to my surprise when I contacted the solutions team in January this year as I received an invoive for 3744 rands he had advised me that I was due for an upgrade on the 30 November 2016 an as such i could have cancelled or downgraded my contract at no cost. why did the agent mis inform me. why would i downgrade and incur this migration fee had I known I was illegible for an upgrade at no cost. this is not my fault and i refuse to pay further. i tried phoning the contact centre and speaking to the supervisor but no help. I want this matter resolved.</p> <p> </p> <p>The reference no for this call in november was 529279.</p> <p> </p>