UPGRADE WITHOUT AUTHORISATION

We have been struggling to get any assistance from Vodacom for weeks. When going in to the shop to do an upgrade, we were notified that our contract has already been upgraded and no one could assist. After calling every possible Vodacom customer care line, contract cancellation line, and only being put in contact with an AI call bot, visited several Vodacom shops- no one was able to assist as they say that our query is with Vodacom head office. When finally getting any guidance, we were told that we need to speak to Elite Mobile who did the upgrade and that the fault does not lie with Vodacom. We obtained the recording of the call with Elite Mobile, this call was done to ask us if we would like to up our data package to a bigger package for R199, in this call we clearly ask if this is an upgrade or just a data package, we were told it is the data, and that we can get ad ons and it is not an upgrade. We don’t use this modem or data , and we are now unable to upgrade. We want to cancel this contract AS SOON AS POSSIBLE, and upgrade to our chosen device. We have a very clear recording of the phone call , sent and recorded by Elite Mobile themselves. Elite Mobile says that the fault is not with them, but Vodacom. This has been a back and forth and now we are told we need to pay penalties when cancelling and give 30 days notice. While the terms agreed to on phone call, has been breached. We strictly said no upgrading , and while this is now an upgrade , we either want to cancel with immediate effect, or we would like to claim back all funds paid for this said contract that we have been paying, and not using. We need this matter to be escalated as we have been waiting for any person to help us, for weeks. Whether Elite Mobile, or Vodacom, someone needs to own up and fix this.