Upgrading without Consent

Good day,

On Saturday, 25th January 2020, I went to the Vodacom store in Greenacres to upgrade my daughters iPhone contract which had come to an end about a year ago. We were greeted at the door by a lady who told us that unfortunately they had no stock but we could do the upgrade so long, and we would be notified on when to fetch the new phone.

We proceeded to her desk where she asked us for the number we wanted to upgrade, only for her to respond that both my numbers (Samsung and iPhone) were only due in 2/3 years for an upgrade. We asked her howcome as we have not received any new phones in the past 2 years. She showed us her screen where it stated that we had upgraded our phones in September 2019. She stated that an upgrade on our packages (airtime) was done by the Vodacom Rewards department and that we should phone them to cancel the upgrade, change the due date to that date (25th January) and to get reimbursed, as they could not do it in the shop. She explained that this was a common issue with the rewards department and it "happens all the time".

So I phone the upgrades department where I speak to Bridgette who informs me this cannot be done. I then ask to speak to her Team Leader/ Manager, where I continue to hold for 15 minutes. She then comes back to me saying that I should continue holding and her Team Leader is just busy with another customer complaint quickly. I wait for another 20 minutes, and then phone cuts off and I get put through to the customer survey to end the call. Without speaking to the Team Leader!

So I phone again, and this time as for the Team Leader straight away. I get put through within 5 minutes to Tertius (the Team Leader in the Upgrades Department) and explain the story to him. I explain to him that this upgrade was done without my consent and a written signed agreement, and he assures me that by Monday at 11h00am he would have listened to the recording of the day that the so-called "upgrade" was made, and that the I would be recredited the money I paid and I would be able to upgrade on the 1st February 2020.

Monday comes and Tertius phones. He tells me that he listened to the recording and I gave my consent and that there is nothing we can do about the fact that I cannot get a new phone for the next 2/3 years. He throws the phone down in my ear, and calls back instantly. When asked the question as to why he threw the phone down in my ear, he responded with "Trust me, if I threw the phone down in your ear, you would know" He continued to explain that I would only be able to listen to the recording from a store and that it cannot be sent to me.

Please assist me in this matter as Vodacom is clearly *****ing from their clients. No consent and signature approved this upgrade. An ID number should not give a person the power of attorney, that means anybody can make changes to my contract if they have access to my ID number.

Regards, Heidi Pieterse