Upgrade Nightmare

I phoned through 7 October for an upgrade and spoke to an upgrades agent. I did tell him that I need a phone that can will need a dual sim phone. He suggested that I take Samsung A32 5G. The agent confirmed with his manager and said that the phone is a dual sim phone.

I received the phone on 11 October and to my dismay the phone was not a dual phone. I phoned *** on 13 October to cancel contract and i asked to speak to the agent that sold the phone to me.According to them arrangement was made for the phone to be picked up. The agent phoned me back and said that he does not know why I received a phone that cannot use 2 sim cards.He said that he will arrange a pickup and will arrange for another phone once Vodacom received the phone and see what Vodacom can do for me. He stated that it will take between 7 to 14 days for phone to be picked up.

I phoned back on 19 October as I never receive any confirmation regarding the cancellation. Spoke to same agent who said that the phone was arranged to be picked up.

I phoned thru on 22 October, same story.

On 31 October, I received an upgrade quote from Comit Technologies and my contract was upgraded.

I phone thru 2 November and I requested the agent to call me. He returned the call and said that there is an email trail on his side with his manager and thus reference.

I phoned back on 2 November and received a reference , ***.

I received a sms on 6 November stating that my query was closed. I phoned *** on 8 November and was told told my phone will be picked up between 7 - 14 working days.

i phoned on 9 November to lay a complaint and agent advised that I need to send an email to *** which I did ( I have not received any feedback from the complaints department to date ).

The phone was picked up on 11 November.I received an sms on 13 November stating that Vodacom confirmed receipt of phone.

I phoned back on 15 November to check if my contract has been cancelled. The agent said that she will ecalate the cancellation request and was not sure why it was not done. I upgraded 2 of my other numbers with the same agent, just voice and data upgrade.

I did not receive any communication from Vodacom and I phoned back on 17 October and a spoke to a supervisor who said that they will reverse the contract and I can take another phone. They said that they will phone me back and didnot.

I phoned back on 18 November and eventually contract got reversed after 35 days of phoning and complaining.

The agent offered me a Psmart 2021 and I advised them that I need a phone that can access google as most of my info is stored there. He and his supervisor advised that this phone can use Google. I received phone on 19 November and I was still very sceptical that phone can use Google. Before opening the box I phone Vodacom again on and agent confirmed that I will be able to access all my google related apps.

And guess what most of the apps are not compatible on the Psmart. I phoned thru on 24 October to request the phone to be returned. I was told by the agent that return was logged . I never receive any communication from Vodacom.

I phoned back again today and was told by the agent that management does the return. I spoke to lady who said that she will do the reversal and call me back.

once the reversal is done the I can take out a new phone.

This is where I am now, waiting for Vodacom to phone me back.

Is this what Vodacom means by "Further Together " means.

I have 3 contracts with Vodacom and I have been a loyal client for over 10 years. I am very disappointed in the way I was treated and feel like moving over to a service provider that can treat me with respect.

I wonder how the management would feel about the level of service I have received.

ps, I know the names of the agents, supervisors and managers that I spoke to.

Very dissapointed Customer Mergan Govender ***