Upgrade Drama

Good day

I hate having to come here to complain, but I get absolutely nowhere with your call centre.

In September, I went to both the Durban North and Westwood Mall stores to try and upgrade, and was told that I qualify for certain deals only, so I did not proceed and eventually wrote my previous review. Thereafter, you resolved that issue, and I app**** online for a new phone in October. After receiving emails about acceptance with terms, I called in and the lady I spoke to was unable to assist or explain. Numerous calls later with another lady named Quael, she explained that due to my credit profile I only qualify for certain deals and not the phone I app**** for. After some back and forth and decision making on my end, I settled on a phone and package. This was delivered, and to my surprise I received a new sim card. I made 2 calls at this point to question why a new card was delivered because I had done an upgrade and was keeping my number, and was assured by both a lady(i do not remember her name) and a man, Hassan, that the card was sent just in case my old card does not fit in the new phone and that its the same number. A few days later I realised it is not the same number or package I signed up for and called again, and this time was told that the new package will be moved to my old line from 1 November. Come 1 November, and my old package loads on my old number. In all of this I have only been using my old sim. When my new invoice came a few days back, i was shocked to see that I was issued a second line, in addition to my existing line. I called in and queried this, was put through to Quael again, who informed me that I app**** for a new contract and this is why it went for vetting, had I app**** for an upgrade, there would have been no vetting. Quael says this as if I am supposed to know the difference and that it is glaringly obvious. I explained that via the online application I ddi click on Upgrade, but Quael is adamant that a new line and contract stands because she used the words ' new contract' and I am supposed to understand that this is not an upgrade and a new contract. I then explained to Quael that this would never ring any warning bells for me because my understanding was that even upon upgrading I was entering into a new contract, but she was unwilling to assist. She promised to speak to her manager and call me back. She then attempted to call me, I was unable to take her call, and then called back when I was available and left a message for her to return my call, and have since received no calls.

Please can this be investigated. I need only one line, and to keep my old number as I use it for work and business purposes. I understand that I have entered into a contract and have no issues with this. I need the second line removed, and my old number to remain as the one for the contract.