V Padayachee

good day, vodacom have been a good service provider to me for years now, but on Friday i was very disappointing. i am currently due for an upgrade on one of my contracts and tried to do it online , i was not allowed to do the upgrade so i clicked on the new line button and obtained a ref no. no one called me and when i called on Monday( today) i spoke to a lady names Cheryl she was very abrupt and rude she stated that my portfolio didn't allow me to take a new contract i the explained that i didn't want a new contract and wanted to upgrade she asked me which phone i wanted , i asked for the p20 lite for R199 pm . she then said that i cannot get that phone due to my portfolio. i then asked what phone i could get she said that i can take a samsung A30 (GET THIS) for R279. DOES THAT MAKE SENSE . i cannot get a cheaper phone but must take a more expensive phone . i was a joke and she said if dont agree i must email vodacom of which i cannot find the email address.

please could someone explain how i cannot take a contract for R199 BUT CAN GET ONE FOR R279.

Regards