Vodacom complaint

Good day

I hope you can help me regarding a complaint that I have with vodacom.

On 5 May 2021 I received an Apple Iphone 8 with what I believed was an upgrade of my current vodacom contract. On the evening of 5 May I received a sms saying my new number would be activated. I immediately phoned the vodacom help desk to enquire, and was informed that there was in fact a new number that had been taken out. I have no proof of whether I had in fact requested an upgrade or in error requested a new contract. On the vodacom app a query was lodged from the consultant, which was later marked as resolved. It has not been resolved.

On 6 May I again phoned Vodacom and was told that vodacom would have to come and collect the phone and the upgrade process would have to be started from scratch and I should wait to hear from the courier. On 12 May I received a sms saying that within 3-5 working days the courier would pick up the phone. This has not happened. I have taken to phoning Vodacom customer care on a daily basis since last Thursday, 25 May I spoke to a Mpho, on 26 May I sopke to a Aubrey who cleverly said I should try and speak to a single member of the Vodacom customer care. But I cannot get hold of Mpho because she needs to phone me back which never happens.

I have now blocked any debit orders coming from Vodacom with my bank as I do not want to have to pay for a phone that I have not been able to use for the last month and don't seem to making any headway with any of the numerous people I have spoken to over the last month at Vodacom.

Please could you help me on a way forward in this matter?

Thanks Jason Cochrane *** ***