Vodacom - Worst customer service EVER!!!

I tried cancelling an upgrade that was done incorrectly.

The Online department put me through to the Vodacom Direct department where a consultant supposedly cancelled the upgrade, but he cancelled the wrong upgrade. When I called the Online department back, they told me that they could not do anything because the upgrade was pending confirmation; a consultant would call me to confirm the upgrade and I would have to cancel with them.

I never received that confirmation call, but rather an SMS confirming RAM Couriers was on their way to deliver the handset. I called the Online department, they put me through to the Vodacom Direct department who said they could not stop the delivery and that I should send the handset back with RAM telling them I want to cancel the upgrade. I did this, and got the reference number from the couriers.

I called the Vodacom Direct department the next day, to find out if the cancellation was done, but it wasn't. They told me they could not help me, only the Cancellations department could and they put me through. The cancellations department said that only the Online department could help me, as the upgrade was done online. So I was put through to them. The consultant there told me he could not find anything on the system about the handset being returned. He gave me an e-mail address to which I could log my query. I sent them an e-mail with the ref number I got from RAM. That afternoon I received an e-mail back where they confirmed the cancellation had been done.

The following morning we checked and saw we had been "upgraded" from a Red VIP contract to a UChoose Flexi 200. To make matters worse, the caller identity had been disabled, so I could not return missed calls as everyone was now "Unknown". I called the department and told them what had happened; and of course they could not help me anymore, only the Upgrades department could and they put me through.

The lady that helped me said they would reverse the upgrade but that I would only be put back to the Red VIP package on the 1st of April. This is a problem as we need the data and unlimited calls from the VIP package. After almost 40 minutes on the phone, struggling to speak to the manager (the consultant kept on giving the phone to other consultants instead of the manager) they let me speak to the supervisor. He assured me that the upgrade would be cancelled, they would move it back to the Red VIP package and recharge the number with enough airtime and data to last until the 1st of April. They would also enable the caller identity again. I asked him if I would then be able to go and upgrade at a Vodashop (as upgrading online was obviously not an option again) and he said yes.

The next morning I called a Vodashop to find out if the number could be upgraded, they told me no, it was already upgraded and the next upgrade date was February of 2020! I called the Upgrades department where the lady that answered told me that she did not know what else to say to me, because according to their system it shows cancelled. The caller identity has also not been enabled yet according to their system it shows enabled.

Today marks the second week that I have been struggling to have this upgrade cancelled. This is TOTALLY UNACCEPTABLE!!!