Upgrade nightmare

I have been an excellent Vodacom customer for at least 10 years. I have always paid my bills on time and I have had nice contracts which I am sure was profitable to Vodacom.

However, the service that Vodacom provides its existing customers is terrifying.

I tried to upgrade my contract online, but something made their website fail and was forced to do it over the phone.

After approving the upgrade telephonically, I received an sms to confirm the order. Which I did on 3 October 2024. The reply accepted and stated: Fantastic! We've now confirmed your order. Your parcel will be delivered within the next 3-5 working days.

I received a call on Friday, but was unable to answer. I received another on Monday and called back, but they stated all was on track. I received a call later Monday hoping it was the phone and heard that they will only release the phone after the call… Even though I had expected that it was all on track for delivery from Monday.

I have never had any contact from your couriers. So I followed up and was patronised on your calls and shuffled between departments.

Then it came to light that the phone was sent to Bloemfontein while I am in Johannesburg. Note that whenever I ask Vodacom where the phone is they just state I have to wait for the courier.

Due to me calling again, Vodacom saw it was in Bloemfontein and had me wait 45 minutes to tell the courier to return the package.

When I followed up again, I was greeted with having to wait for the courier.

It is now 7 working days and after following up with the courier, it turns out the phone has not been released by Vodacom and even though they could have delivered it today, they have to hold it or return to Vodacom.

I want to know what the next steps are? I tried to follow all the routes I could without coming here, but the trust has now been severely broken.