Vodacom Horrible Service all around.

Most Pathetic Service.

My contract expired end of Jan 2020. I received a sms advising that I can upgrade/cancel or it will continue on month to month. End of February comes and My debit order is increased by R671. I call the vodacom line (Contracts department) on February 27th, 2020 and I ask what happend, A representative goes on and on about the contract is finish and I am now liable to pay the normal month to month (which is R671 more than the orignal contract. I escalate and end up speaking to a supervior who lodges a service Request to have the extra amount refunded, the supervisor advises me that it can take up to 7 days to reflect in my account, I say its fine. The supervior also advise me that if I stay on month to month the amount would be R671 more, so I need to either cancel or upgrade. I say okay I will upgrade but I first need to discuss this with my partner. The supervior advises me that it is not a problem, I can do the upgrade online on the weekend if I i wish to do so. I process a upgrade the upgrade on Sunday the 1st of March 2020 and I get Sms confirmation that the sim card will arrive the following day, I am confused since I thought it is the same amount of data, I could mayb just keep my number and they will update the contract and price amount on their end. The sim card arrives on Tuesday the 3rd of March 2020. I call in and ask what should I do with the new sim card. I get told that the new sim card with the new contract will only take effect on April 1st and this means that I would have to pay the normal (non contract price R999) for the same package which is R199. I advise that this is not going to work for me and nobody told me to do it before the end of February and I was advised I could do it online etc. Now bare in mind I have 3 contracts with vodacom with an amount of R960 monthly. That means I spent a good amount of money over the last 24 months. The rep advised she will speak to the back office team via ticket about getting a credit for the month March for me to pay the Contract price of R199 and then From April 1st I will be on my contract and I advise that I am fine with this, she advises she will call me back today with an update and takes down my number. I get no call today and decide to call in. The repsentative (mpumi) advised that I need to explain the entire situation and after I explain the situation, she inform me that the ticket that was cut to the back office team does not make mention to any of things I mentioned. I request to speak to the previous rep and I quote the reference number (***). She places me on hold for about 8 - 10 minutes and comes back to tell me the previous agent left the office already. She then tells me again that I upgraded on the 1st and this means that I am liable to pay the normal cost, I tell her that I did not do anything on my own, I followed the instructions of a supervisor from Vodacom. I request to speak to the supervior and she places me on hold for 18 minutes and 56 seconds to be exact. She comes back and tells me that her supervisor (Maria) will not take my call since I need to speak to the online team about this issue. Refusal to take a customer call is a no no in so many ways. Never the less, The rep updates the Service Request with the correct information and now I must wait for an update. Also keep in mind that it has been 5 days and I have still not received the R671 refund that was advised.

I am so tired and fed up of this, I have been a loyal customer with Vodacom and pay my bills on time. If this is not resolved within the course of this week, I will take it further, much further to the ombudsman etc.

Please call me on *** to resolve this issue