Vodacom down the tubes

So after several sms’s we decide it’s time to upgrade...a free online upgrade has now cost me a hefty Telkom bill, R2155.70 this month as I never knew that calling call center from your Vodacom phone for free has a limit, but I reached this by the 8th of this month, on the 25th of April my husband and I did our free online upgrades, which promises next day delivery, however due to the public holidays, we gave it a day or five!

Well according to Vodacom Rams first delivery attempt failed as we were not home, strange as we were home the entire day. So that handset gets sent back then I am met with, well now we have no stock, and I go no technically you have one unit, the one being returned...no that goes to the next person who app**** for it. Then we try the upgrade and get told we don’t qualify, meanwhile getting texts contrary to what we are being told. Eventually we get through to cancellations / retention’s dept, enter one Justice Call Centre agent, he goes out of his way to assist and guarantees a next day delivery, he is even so kind as to give us each a promotional gig of data per month for the duration, sms received confirming this. 3 days go by, no delivery, again I call the call Centre - upgrades and am met with Justice only did a line migration , sim only deal. I again call about 25(no exaggeration) times to get hold of Justice only to find out his shift is off duty. Eventually I get through to a Michael also retention’s dept, he categorically states Justice did UPGRADES.

2 more days go by before speaking to anyone and then I called again, as apparently they can’t call you too busy,doing what I do not know as they clearly not servicing clients. Finally Justice calls back, and says he can’t understand what the hold up is, Michael then calls back a couple of days later to say that there is a hold on the profile, my husband needs to up his limit.

Yet another lengthy sum of calls and it finally gets increased, hubby upgrades first, his current handset was on its way out. Eventually last Friday 18th May he received his handset, something that is a guaranteed next day delivery!!!

Now I try to upgrade and I can’ t because of the same credit score issue? How I ask is that possible when he phoned to increase it specifically for that purpose???

I have come to the conclusion that to be employed at Vodacom you only need to be ***********, their call Centre staff are so loud you can’t hear when you call in. Also I don’t think that their systems are linked if one agent in one dept can not see what the other has done? And you know what I am now R2155.70 in the hole at Telkom for trying to sort out a FREE upgrade using my own internet and FREE calls which have a limitation.

Vodacom SA what are you planning to do about this?