Viacom is the worst service provider ever!!!!!!!!!!!!!!!!!!!!!!

I've been a Vodacom customer for 20 years now, but the service I'm getting is super bad. I have 3 contracts with them , two for data(5GB/month and 10GB/month) and 3rd one for voice. In January I called them to cancel one data contract(5GB) as it was due for an upgrade/cancellation. The lady I spoke to, convinced me to rather change to another 10GB contract where I'll pay R150 per month. I agreed as I was paying R200 per month for only 5GB, so this sounded good.

Around March I realized that I was being charged R300 per month for the 10GB and not the R150 I was promised. I contacted Vodacom, they promised to fix it and it was never fixed. Calls were logged and closed without a solution.

Around May I came across someone who suggested that I must be taken back to the 5GB contract and the term will show that it's due for an upgrade/cancellation. I did as advised, after I got confirmation that I'm back on the 5GB, I contacted Vodacom to cancel the contract, I came across a Phindile in the Cancellation department and she convinced me that she can fix my problem and migrate me to the 10GB contract for R150 like I was promised before, she said ever since she started working for Vodacom she never had a complain from a client.

Like a fool I agreed, June came, I got a 10GB and my bill was less, so I assumed the contract has kicked in. Come 1 July 2020, I realized I got only 5GB and the bill shows that I'll be paying R268 for this 5GB contract.

I tried contacting Vodacom same day I could not get through, I only managed to get through to customer service on the 2nd July, I was transferred all over the place until one guy from Cancellation told me that to cancel this 5GB contract I need to pay R4000 because I'm bridging the agreement. I told him I can't be expected to pay that as the mistake was done on their side. He said he will send an email to Head Office.

The problem is that he never gave me a reference number, I called customer service the following day(3rd July), and the lady tried by all means to assist me, she logged a call for me with Cancellation department so that they can adjust the contract term date, because as it is the system does not allow them to do anything. She told me to make a follow up on Wednesday(8th July). Come Wednesday I could not get through on the call, so I decided to send an email to customer service. They told me that the call is closed and the note says "Term Contract is correct". I asked the lady to rather get the voice recording of the day my contract was changed which was 8th May. She logged two calls and said I must give it 7 days.

Yesterday(16 July) I sent emails to customer service for an update. But their system seems to be in a looping mode, the automatic response says reply with answers to 3 questions for security reasons. I do that and the system keeps on coming back with different questions, whether I reply on the email or start a new one.

Then today(17 July) I spent almost all day with Vodacom being sent from one department to the other, Upgrade says go to Cancellation, Cancellation says go to Customer Service, I was transferred more that 6 times explaining myself to each person I come across. By the way the 2 calls are closed, the note says "Duplicate" on both of them. I was never contacted.

The last person I spoke to at Cancellation today was Denzel, he wanted to transfer me to Customer service I asked to speak to his supervisor, he says supervisor is in a meeting.......... He also tells me that on the 8th his colleague Phindile did migrate my contract but he claims that, I contacted them on the 11th May again and say take me to 5GB for R268 per month. I mean really.......

Then I asked him that I wanted the voicenote for that day (11 May), he says I'm in the wrong department, the person who changed my contract is Pat Jacobs and that person is not in his department... He transferred me to customer service where the call got dropped.

Then I decided to try their Facebook Messenger . After answering all their security questions , they are telling me "Authentication failed go to the nearest store for assistance......." What does that even mean, they can't explain it.

I know for sure that at the store I won't get assistance, I was there in January to cancel the same contract and they just gave me a cancellation phone number to call, after standing for a long time in a very slow moving queue...

Can you please tell this Pat Jacobs to stop closing the calls without attending to them or contacting the customer.......