Vodacom - overcharging and poor service

I did an over the phone upgrade with Vodacom at the end of May. I was actually calling to cancel but was offered what seemed to be a pretty good deal so I upgraded both my lines. I got the first phone without hassle but the 2nd upgrade was handed very unprofessionally, my husband picked a handset but was told the next day it has been discontinued, he picked another one that was coming with a dashcam so we waited for it to be delivered. I made a call a day or 2 later to just follow up and was told the dashcam was out of stock so we need to wait. Not sure why I had to call them and the other way around. So we had to pick another phone which we did and received it.

My major issues started when I received my bill for June for an amount of R419.17 which isn't what I was told I will be paying from the end of June. The amount I was given was R328 and everytime I spoke to a consultant I asked if they are sure that's the correct amount and if they were sure it included Vat they assured me yes that was the right amount. When I received this statement I called them and spoke to a few people telling them they should go back and listen to the calls which they said they will do. I was getting all kinds of different explanations for this amount (paying for old handset, upgrading fee, balance brought forward but not sure why). I have never paid short I always according to the invoice which never charges because its a top up contract. I was told the matter will be escalated and received this sms (Your query has been escalated to one of our Solution Experts. Your ref number is: 1- ********** ********** Visit www.vodacom.co.za/app from your phone. Thank you, Vodacom [Service RequestOwner Group]). I was called a few days later saying it's been sorted out and they will pass me the credit brining my account to R328 and I was sent another sms (Thank you for your support. Your query with ref number 1- ********** ********** has been closed. Visit www.vodacom.co.za/help from your PC or cellphone. Thank you, Vodacom). I paid my bill of R328. I then received my July bill. Once again it was wrong the amount is now R439.75 I called and spoke to at least 6 or so people from different departments all unable to help. I told my account is in arreas from February 2017 which didn't make any sense. I eventually ended up back at the upgrades department and was told they will call me back. I received a call from Portia today from the Sms feedback department and she said there was an airtime advance taken and that R11 has been carried forward for over a year. That doesn't make any sense because the moment you recharge your account the advance goes off. On top of all that I am not being charged what I was told I will be for the 2 upgrades amounts are R238 and R110 instead of R229 and R99. She said she will escalate the problem and I will receive a call. Another lady called from another department and she said that there has been an advance from 2016 apparently and it's been accumulating bringing it to R91 or so. This is absolute nonsense as this is a top up contract and if you take an advance it comes of your recharge amount or of the monthly airtime you recieve. She refused to listen to reason so I asked to speak to someone else because it felt like I am speaking to *********** people since yesterday. Her manager Robert came on said they will investigate and come back to me.

Why does it feel like every person you speak to at Vodacom gives you different information as if they have all received different training. How can the problem be sorted out last month and this month it's a whole new issue with totally different stories. This is really unacceptable and I am not prepared to pay more than what I was told when I did the upgrades which is R328. The service you receive when you call is also so pathetic and not what you would expect from Vodacom. I had issues previously in 2016 when I upgraded and said I will think twice about upgrading again I really wish I didn't upgrade again with you guys it's very disappointing the service we recieve along with all the nonsense that follows an upgrade. Go back and listen to the calls.