VODACOM ON-LINE UPGRADE NOT POSSIBLE SO, WHY OFFER IT AS AN OPTION?

For a communications company, I find that getting information from Vodacom’s web site to be the opposite of user-friendly. I find myself going around in circles and struggle to find the results that I am looking for.

Let me tell you why.

My wife’s data contract is currently due for an upgrade. I went onto Vodacom’s web site and eventually found a suitable deal under “More data Dealz”. I selected the “90GB Data Sim + 10GB Video Ticket” option and clicked on “upgrade”. You would think that once you selected the deal and clicked on “upgrade” you would end up upgrading for the selected deal. Not so! I filled in all the required information [several pages and an OTP] but ended up on a page giving me extensive options to upgrade. None of which were my chosen option even though I started by clicking on “upgrade” for that very option.

I gave up trying to do the on-line upgrade and contacted Vodacom via Facebook Messenger on Wednesday. After an exchange of several messages, I got the following reply: “Our Network team is looking into it and will revert back to you as soon as feedback is available.” Not sure why the “network team” must be involved but no feedback was forthcoming.

I decided to send an email to Vodacom Customer Care, with the following question: “I tried to do an upgrade to my wife's data contract (*** *** ***x) on-line with this plan [I attached a “screen dump” of the plan] but it would not allow me. Why is that?”

I received an automated response followed by a “Vodacom Customer Care Reply - Authentication Response” to which I rep**** with all requested information but have not heard anymore.

What next?