Vodacom **** and then stole my money

My phone had fallen and the screen was shattered, but still working. Instead of having it fixed, I checked my upgrade date and decided to just upgrade.

On 15 Apr I selected a package and new phone online as it is easier and I did not want to go into a store with the pandemic and everything.

I called the upgrades call center and asked the agent if there are any instalments left on my current device and to confirm if my debit order for the new contract starting 1 May would be the ~R500 I selected. The agent confirmed that there are no instalments left on the old device and that my debit order at the end of May would be only the cost for my new contract.

My new phone came and I was really happy until the end of May came and the Vodacom debit order was nearly R900!!! I immediately contacted customer care and a helpful gentleman identified a quotation for the new contract that I never received when upgrading. The quote, dated 15 May indicates that there are TWO instalments left on my old device.

I also called the upgrades call center to complain about the first agent I spoke to on 15 April - the one that gave me false information.. I was told that Vodacom will investigate and get back to me in 3-5 work days. Well it has been over two months now and nobody has done **** about it.

I was prepared to swallow the two instalments due and thought that the debit order in June will be the end of it (May +June = two as per the quote)...

On 22 July I received my statement and invoice for July and to my shock and horror the amount was again including an instalment for the old phone. I called Vodacom customer care to sort this out before my debit order went off but it has been an absolute nightmare working with these people. I had agents argue with me and just not listening to my point of this ordeal.

I also reached out on Facebook, and I still have not received any feedback. I only get "Kindly note that as soon as feedback is available, our team will advise" and a generic apology for the inconvenience this has caused. Do I need to wait another two months???

I am so fed up with Vodacom right now, and after being a customer for about 18 years, I regret renewing my contract with them.

So in short, Vodacom agents lie, are ***********, argue with customers (apart from the one gentleman that was able to put me on the right path), and they cannot add together one and one.