Vodacom Online Upgrades

I am extremely disappointed with Vodacom's service. I upgraded my Vodacom contract online on 6 June 2024 and was informed that I would receive delivery within 5-6 working days. However, despite numerous phone calls and emails, my order is still "being processed". Each call center agent assured me they would leave a note or send an email to the upgrade/order/process department to request a call back, but nothing happened. When I tried to log a complaint with customer care, I was instructed to send an email to complaints, which only resulted in an automated response. This level of service is unacceptable, and it is exasperating that my complaint must go through a robot.

I have been unable to find a direct line to the processing/order department. Additionally, the call center agents, who are mostly working from home, are unable to transfer calls to a manager due to system limitations. As a supposed "valued customer" of Vodacom, I am disheartened that there seems to be no way to escalate my query given these barriers.

I have always been a loyal Vodacom customer, but the experience with the Online Upgrade department has left me contemplating a switch to another service provider.