Upgrade gone wrong

<p>My partner did an upgrade over the phone. A guy delivered the phone and supp**** all the paperwork. When upgrading, you aren't charged. My partner was debited for a sum of R1980,31. We called in a requested a refund. It took 2 hours to speak to someone who was able to assist. A reference number was provided and we were told that it would take 7 working days. After 7 working days, we called back and was told 7-14 days. After another 7 days, we called back and then was told that it was being processed. After many, please holds and call drops, my screaming and agents getting ****ed off - I decided to ask for a team leader. I spoke to Thabo Maphalala on 15 Aug, who I admit to screaming and swearing at - because arrogant people will never thrive in leadership positions. He did not listen to me and that ****ed me off. Whilst telling him that I wanted to speak to someone else, he kept talking and ignored my screams. So many promises and 30 days, still not refund. On 22 Aug - told they willfollow up but it was being processed. On 24 Aug, I called back and a team leader, Amanda promises to look into it and get back to me. She did not. I called back today - 29 Aug. There is no Amanda but a refund for R1800 odd was processed. What happened to the rest? Maria, team leader says that they charged VAT - I tried explaining that no VAT should be charged on an invoice that was processed in error. She said she would email the person dealing with this matter in the accounts department and I should give her time till tomorrow for feedback about whether they will be consider refunding the VAT amount. I asked her why it took more than 7 days and why I was forced to wait and follow up for 30 days. She says: We can only send it onto the account department, if they do not adhere to the timeline, there is nothing we can do but escalate it. So, ultimately, there are people in positions not doing their jobs and there is nothing that can be done about it.</p> <p> </p> <p>I am really disappointed. </p> <p>It is safe to say that I want to escalate this and what to speak to someone of authority.</p> <p>We will be removing the debit order (an agent actually said we should go to a store to get permission to remove the debit order)</p> <p>It is also safe to assume that we will not be upgrading again and will be telling all our colleagues, friends and family - just so that they do not go through what we have gone through.</p> <p> </p> <p>1- ********** 3345</p>