Vodacom expects me pay for arrears for a SIM card only service I never received from them. They never sent the Sim Card and now I must pay for it

On the 26th of September 2023 I called Vodacom because I wanted to cancel the data services you were providing me with because my router was no longer working and when I tried to put the SIM card on a new router the SIM card ended up being blocked. So I keep on paying for a service I no longer use because I couldn’t find time to call. When I finally called in September, I told the lady who assisted me what happened with my SIM card and I asked her to terminate the services because I no longer need them since my contract had also expired long time ago.

She suggested that I downgrade, take less data for a lesser amount so I agreed. I remembered her that my SIM card is no longer working and she said she will send me a new SIM card since I’m taking a new contract for 24 months and I can buy myself a new router. I gave her the delivery address and she told me to have my ID copy and proof of address when the SIM card get’s delivered. I prepared all the necessary documents.

Time went by and you started debiting my account whilst I never received the SIM card so I thought there is a fault somewhere somehow I reversed the amount, the following month the same thing happened and I reverse it again and December I reversed again. I finally got time to call Vodacom about this incident and the lady who assisted me told me that everything was done on the old SIM card that I had clearly stated to the consultant that it’s not working(Puk blocked).

So I was being charged for services that I wasn’t utilising because I was sold a wrong product. We concluded on something else with the consultant and a different thing was done on the system. For that I’m extremely disappointed with Vodacom because as a customer you cannot really expect me to pay for services I never used and I was sold a service that doesn’t meet my needs hence I had stated clearly that I don’t have a SIM card.

The consultant that assisted me recently told me that I cannot get any assistance unless I pay the amount that I owe. She also mentioned that I can not cancel or terminate my contract too.

Have called Vodacom several times and sent an email too but I’m not being assisted.

I just called them again a few minutes ago but Im still not assisted.