Vodacom Upgrade Nightmare/Wrong Product Quoted

I had a couple of contracts due for upgrade and decided to cancel one and was unsure whether I wanted to continue with Vodacom with the rest.

I contacted Vodacom and cancelled the one contract, and the retention consultant went on and on about me being a VIP customer and gave me a deal on one of the data contracts. He also wanted to assist me in upgrading the remaining two contracts but I informed him that I need to discuss that with my sister who uses those contracts and he said that he would phone me on Saturday to upgrade those contracts and give me a deal - He never phoned.

Come Monday, I phone retentions again and explained that the consultant didn't phone me and she said that she would assist. I told her the phone that my sister wanted (Galaxy 25+) for the one contract and the data deal for the other contract. She gave me a deal on the phone which I appreciated and the data contract which I also appreciated. I confirmed multiple times on the call that it was the Galaxy 25+ phone and it comes with the earbuds and she confirmed yes all the times I asked. She also said that she would send the quote for both upgrades which she never sent.

I received the packages 3 days later and the data device was fine but they sent the Galaxy 25 phone instead of the Galaxy 25+ phone and not earbuds. I then phoned Vodacom and they referred me to the after sales department, I spoke to the after sales consultant and asked him for the quotes which he sent and when I reviewed the quotes I saw that the data contract was fine but the retention consultant quoted the wrong phone (as said above I said S25+ several times on the call and confirmed the 25+), she also made the contract for 48 months (never even knew there was a 48 month option) and no mention of the earbuds.

The after sales consultant referred me to Elite Mobile for some reason and she also could not assist as she could not see anything on her system and informed me to contact Vodacom retentions.

I contacted Vodacom retentions and the consultant informed me that the deal I was quoted was for the S25 and that there is no way that i would get a deal like that for the S25+, then why did I spend literally 30-40 minutes on the phone with the previous consultant who told me all this ******* about being a VIP customer?? The consultant then said that he would escalate it to the back end so that they can check the call and advise, I am still waiting and am scared that I will not be contacted before the cooling period ends so that they can ***** me over.

Sadly, this is not the first time I have struggled with Vodacom - It is a nightmare trying to upgrade with them. And do not trust their "You are a VIP customer" ****.

I want the incorrect phone to be collected and the upgrade to be reversed so that I can upgrade the ****** contract myself since I cannot trust a Vodacom consultant to assist. I am sending this complaint so that I have on record that this is during the cooling off period so that you cannot ***** me over and only contact me after the cooling off period and state that they cannot assist.