Vodacom at Mall@Reds

So I was forced to upgrade or extend my contract, or it will expire. So knowing there is nothing wrong with my current phone, I decided to only upgrade/extend the contract on my phone. (Please note: This is the cheapest option). So over 3 days of contemplating about the package that was offered to me (Huawei P30 Lite), which will be only like aa R100 more, I decided that I rather wanted the phone as well. By this time, I was already on vacation in Amanzimtoti (From Pta). So I consulted the local store, and they said that it would be possible to reverse my current package and load the new package with the phone, but that I will need to speak to the store directly, whereby I signed the original package with to do so. And this is where my nightmare started. I contacted the store where I did it (Vodacom shop at Mall@Reds in Centurion, Pretoria) from the local Vodacom shop on Saturday 21st November, after numerous phone calls and leaving messages for the manager to phone me back, I was unsuccessful. I then started to phone in, holding the line for the manager to attend to me, this happened for about 4 or 5 times and each time the line got cut from their side after holding for 15-20min (As the Manager is busy with a cliet). Finally, after just after 2 hours I lost my temper and took my frustration out on an employee and held the line a little longer, the Supervisor (Lelani) took my call. I explained my situation to her and that I am requesting them to reverse my current package, so I can take a new package. She advised me that the operational manager is not there and she has no authorization to assist me in the matter, that I am to wait, until Monday for when he is available for her to speak to him and attend to my issue. Monday (Today) 23rd of November, the shop opened at 9am, I tried to reach them from 9:30 and their lines were down due to no electricity in the are. I finally managed to reach them at around 10:40. I reminded her (Lelani) to please attend to my matter and get back to me. As I know, that I have a 7 day cancel policy by law, and time is running out, hence why I am so persistent in wanting this done asap. Also, the 20GB is in my account, and I fear that I might use some of it and then they wont be able to reverse it. She advised that she is waiting on the response of the operational manager. I requested that she could please speed this up and obtain feedback from him and contact me back. Shortly after, she phoned me back and informed me, that they can not cancel it and if I diid it on line, then the 7day rule apply, but not when I buy it in store like I did. [Now ladies and gents, I will pay more, if I add the phone to my contract and I actually want the black friday deal, where I get 2x Huawei P30Lite phones for R475], now, they are telling me I can't cancel or reverse it? So where Vodacom can make about R500 out of me, they are only making R190 out of me? Does this make sense to you? So, she said she will speak to the operational manager again, and get back to me. This was 2hrs ago. I phoned a little over a half an hour ago, leaving a msg, no phone call received. I phoned back again about 5min ago, and I was informed by her, that she informed the operational manager, that I want the package deal via email and are awaiting the response from him. I asked her again, can she not phone and speak to him around my issue, so we can get this resolved, as I can not see how sitting and waiting was going to resolve anything today and was told that he already said no, so she she is trying and will be waiting on his response and I need to understand that as they do not do cancellations, so I told her, it is not like I am cancelling, but more like I am upgrading, as I am adding a phone to my package. This after the local Vodacom shop in Amanzimtoti told me, that they can reverse the package, that takes 2-4 hrs and then he can load the new package, but the operational manager in Pta says I can't?

I've been with Vodacom since 2003 (17yrs). And I have only one question to ask... What happened, into doing anything to make your customers happy? They use to combine packages, swap phones on package... whatever a customer needed. In times like these, you need to go back to basics... because, it is due to poor customer services, at the branches, that Vodacom is loosing more and more customers daily. We are tired of dealing with *********** staff. Paying for things we do not need or want etc, cause you made it compulsory to have.

I will never again shop at Vodacom shop at Mall@Reds ever again. I will have my family in Amanzimtoti do what I need to get done at Vodacom at their store, if need be, as they are by far more clued up and sufficient and the Manager is actually in store.