Upgrade done after confirming upgrade has and will not be processed

<p>My ordeal started the 23rd Dec where I contacted Vodacom to cancel my contract, as part of the cancelation process the consultant needs to make and attempt to offer you one of there products to retain you as a customer. They where successfull in the least as it makes sense to have a uchoose contract when it is evident you going to buy airtime anyway. The consultant then sold me a u choose contract for R109 and I receive R150 airtime.</p> <p>The Tuesday 27th I then optedto take a device and and get a better deal and then contacted the cancelations team to enquire if the upgrade was processed and the consultant advised no" absolutley nothing was done so you can upgrade instore as there is no request that needs to be cancelled.</p> <p> The 5th Jan 2017 I call the upgrades team on ********** and customer care to confirm that nothing has been processed and that I am still able to upgrade. again then confirm all is in order as there is not upgrade req on the system Low and behold when I get to the store they can not assist because and upgrade has been processed and that needs to be cancelled first. I am advise I have to contact vodacom.</p> <p> </p> <p>So I contact them in store I was transferred from cancellations to upgrades over a period of 1hour and half the time customer care would just transfer me back to the line. Eventually some takes the time to understand my query he too then is not able to tell me what the sla would be. Surley I am not the first customer that has changed his or her mind about a transaction and when a vodocom staff member cannot manage a customers expectation by advise what the process entails and what the sla is it boggles my mind. The he gives me some scripted version service " mam your matter has been escalated and you need to give us time" How much time" he does not know. I there a manager I can speak to" No". He then drops the line on me.</p> <p>I call cancellations again they log the call, I follow up a day later they advise no call has been logged. and I am referred to upgrades. They then logg the query and advise an sla of 2- 3 days.</p> <p>I follow up the next day to confirm that the query is logged which the agent confirms is done but then get advised of an sla 7-14 days. As u can imagine my frustration at this point no one could give me any sla for days then I get slapped with wait period of up to 14 days not sure if it is working days as it definatley excludes public holidays.</p> <p>So here I am still have no clue when this will be actioned with incomplete and differrent or no information. When you get irate it is as easy as dropping the line on a customer. So now I might loose out on a great deal because of the incompitence and unwillingess to deliver service. I would think that when customers calls its because they have a problem and they needs assistance when a customers does not meet vodacoms expectations its as if you get tagged to be messed around. How can every call made to vodacom thus far include being transfered from pillar to post, you need to tell the consultant what to look for before they can assist.</p> <p>In the 12 years of being a vodacom customer this is horrendes for such a big company to have such medocur service and processes. My contracts are the only reason why I am still a vodacom customer today. I am still waiting for the upgrade that was done to be reversed as nobody can tell me why it has to take two weeks as there are no managers who can advise either.</p>