Vodacom - not providing proper information

I have been a Vodacom customer for many years and honestly this is the most terrible service I have ever received.

On 13 June I called Vodacom to cancel one of my contracts, as I had seen better deals else where. The agent said that they had some good deals and explained to me what was on offer, I agreed to take one of them as it worked out to R29 more than I was currently paying for more than double the data. The agent then told me that he could offer me an upgrade on another number of mine. He explained what they had on deal, I told him that I was happy to do that upgrade as it was cheaper than my current contract.

Both deals were confirmed on 13 June, I received delivery for the phone upgrade on 19 June and the data upgrade on 20 June. On 22 June I received a quote for the phone updrade (which was already delivered to me on 19 June), the quote had an additional charge of R174 which was for the handset fee on the old contract, which they say I am still liable to pay as the contract has not reached 24 months.

I called the call centre to query this fee (as I was not told about this when accepting the upgrade), the agent that helped me never logged the query, I had to send an email to log it again. Another agent had called me last Sunday and then she handed me over to another agent who tried to assist me yesterday, He advised that all he could do was uplift the phone, but if I wanted to get that R174 credited for the next 5 months, I would have to call another number, advise them that I was never informed of any additional charges and that they would listen to the recording and reverse the charges. The agent gave me all details that was done on upgrade day (agents ID, and time of upgrade) so that I could give it to the RW Team to investigate, listen to recordings and reverse charges. The team Leader I spoke to in the RW Call Centre was absolutely rude and said there was nothing they could do, I took out the contracts and all fees are my responsibility, the only option was for them to uplift the new phone.

The last thing I want to do it have the phone picked up as it is already in use since last week. The whole point of me accepting the new upgrade for the phone was that it was cheaper, if I was told that I had to pay an additional fee, i would not have done the upgrade as the whole point of taking the deal was that I would be paying less.

Vodacom is tricking people by not informing them of additional handset fees!