Vodacom employs ****mers and makes it impossible to go after them

My mother is the main account holder, my sublings and I have our phone numbers linked to her main account since we opened them many years ago.

Vodacom called her this morning saying some of our contracts are ready for upgrade and he wanted to assist with the process. My number was one of those, she knows I want to renew just a sim card - not a handset - as my handset is perfectly fine, and I've been paying R1500+ for many years now, I dont need anything more than a sim card with some data and airtime. The call center agent then called me to confirm which option I would like, a new handset or just a sim card.

I informed him that I would be downgrading to a sim card only, but that I refuse to do it over the phone, and will ONLY do the upgrade in person at a store. I told him that we have had MULTIPLE issues with ***** on our account BY VODACOM EMPLOYEES with upgrading contracts we did not approve, and even taking out contracts on our account forging our documents.

When we have disputed it , we have ONLY won when we had registered in store, now having to have paid MULTIPLE 2 and 3 year data contracts that were taken out by vodacom employees on our accounts that due to Vodacoms own internal chaos, were unable to cancel because there was no proof that it wasnt us.

Now the calls are recorded for quality and assurance purposes, right? That would be our proof right? Isnt it convenient that whenever we have needed the recordings, they somehow cant ever find them or the recordings dont exist. Not a single one.

Again, this morning after I told the call center customer EXPLICITLY "DO NOT UPGRADE ANY CONTRACTS ON OUR ACCOUNT", I was told that that isnt my call, he just needed to know if I wanted a sim card of a handset and would be dealing with my mom further. I told him "I am not wanting to upgrade over the phone". He got upset with me and ended the call. He then called my mother back and told her I want to upgrade just the simcard, and dont want a handset.

I had messaged her to warn her not to renew anything, which she told him she wants to confirm with me first - where he then ended the call with her. He told her that I wanted to upgade over the phone, after I explicitly told him not to.

So I called the call center to get a recording of the call, as I need proof of this right? What would you know, again! There is NO RECORDING! They cant find anything! HOW CONVENIENT.

Absolutely hate the fact that we are tied into vodacom, after being loyal customers for over 20 years, and we keep getting this horrendus service with the most ************* staff.

You need to do better.

Ps. The fact that I cant get a copy of the recording without calling, placing a request for it, holding onto bad elevator music for 15 minutes of an 18 minute call (just to request the recording), to be told that I have to go into a physical store to listen to it, and that we likely wont be able to receive a copy (without some kind of legal intervention) - makes my blood boil. The fact that in over 20 years of being your customer, not a single recording has ever been found or available to us, and we have had multiple issues with ***** from your staff on our account where we just need to pay for it because we have no proof that we didnt upgrade accounts on the phone with the callcenter with no recordings that it ever happened, but then we are tied into those contracts - that makes me believe you are just covering up this ******** behavious deliberately.