Upgrade issue with Vodacom online store

I’m reaching out because I’m at a loss as to how to resolve an issue we’ve been trying to fix for weeks. Despite our best efforts, we seem to be stuck in a frustrating loop, and no one at Vodacom seems to be helping us resolve this issue..

Here’s the situation: On December 3rd, 2024, I attempted to upgrade my cellphone online through the Vodacom website. I specifically chose the upgrade option, hoping to take advantage of a great online-only deal for the Samsung Flip 6.

However, during the process, it seemed like the system treated my upgrade request as a new contract. I didn’t realize this at the time, and because my previous contract was under my mom’s name, I entered both my details and hers. Shortly after submitting the request, I realized that this wasn’t an upgrade at all but instead a new contract with an open line, which was never mentioned during the process and something I did not want.

We went into a Vodacom store for assistance, but they informed us that the issue wasn’t on my mom’s profile and advised us to call customer service. When we called, we were told that the phone had already been dispatched and that we should reject the delivery upon arrival.

I started receiving SMS notifications claiming delivery attempts were unsuccessful, even though no one had come to deliver the phone. Eventually, the delivery company reached out via email asking for a suitable delivery time. I explained the situation, informed them that I didn’t want the phone or the contract, and asked them to return it. They assured me they would do so.

Days later, I received another call from the delivery driver. I once again reiterated that I did not want the phone and requested they return it to Vodacom.

We called Vodacom again, and they told us they couldn’t do anything until the phone was returned, which was supposed to take 7–10 days. However, the new contract still doesn’t reflect on my mom’s profile.

After waiting for the allocated time, we called again, and this time we were told to visit the store again, which we had already done. It’s been an ongoing cycle with no resolution.

At this point, I feel like we’re stuck in a never-ending loop, like Asterix and Obelix in Centrelink. I just want to solve this issue.