Upgrade and migration of number without consent.

An agent from Elite Mobile, a branch of Vodacom, called me about 2 months ago and informed that they have to upgrade my contract due to a price increase. It will increase with approximately R5. I approved the increase in price and NOTHING ELSE!

A couple of weeks later a router gets delivered at my house. I don't question this, as I have had a Vodacom router for many years, and assumed it is an upgrade for our current machine. In hindsight, I realized this is something I should've investigated straight away.

On the 29th of September my phone stopped working with no network. After extensive investigation the following became clear:

- an agent from Elite Mobile 'upgraded' me to a home internet package WITHOUT MY CONSENT. - migrated my number to this devise WITHOUT MY CONSENT.

There is no reason why I would even by accident consent to this as I have home internet WITH VODACOM already. And have had for years. I don't need a second router in the same house!! Also, there is no way I would agree to migrate my number and have no way for anyone to contact me.

It is the 10th of October now, meaning it is day 11 of me not being able to call or receive calls. When I am driving or not connected to WIFI I am completely disconnected and unable to inform anyone if anything would happen to me. I am also unable to work as there is no way for me to contact anyone or receive calls.

In the meantime I have been debited on my account. The devise has been collected and booked back at Vodacom, but they informed me that unfortunately they cannot reverse the upgrade or reverse the migration of my number until the 1st of November as it is systematically impossible to override. Meaning I have to continue going without contact for the rest of the month where I am continuously on the road.

Their suggestion is that I buy a new sim card and data for this period. They are not going to refund me for this and they aren't going to refund me for income lost due to THEIR MISTAKE!

The two agents on the call centers have been very helpful in providing information and attempting to assist, but unfortunately not able to assist me.

Vodacom call centre - Vuyokazi Monica Gwele Elite mobile support - Ambee Naidoo

I have been a customer of Vodacom for almost 20 years. This is absolutely atrocious! I SERIOUSLY need someone in a senior position to contact me and fix this!