Vodacom/Rewards Co - misinformation/*****

In October last year I had a call agent call contact me regarding an upgrade on my line - I was due for an upgrade but was in no rush as I had no issues with my phone. The call agent stated that they were calling from Vodacom, I queried this twice and they confirmed twice that they were from Vodacom ( I now know that the agent was actually calling from Rewards Co)

Ultimately I signed up for a data contract over the phone, a monthly 6gig and 150min contract. However, I specifically asked the agent if this up would effect my upgrade, to which the agent rep**** no.

I subsequently went to get my phone upgraded in March and my local Vodacom branch confirmed that I could not upgrade my phone as the line had already been upgraded. I then went through the process of contacting the respective department to log a complaint and a review of the call. This is when I found out that it was actually dealt through Rewards Co. I managed to get them to review the call and 3 weeks later, after I followed up, I found out that my review was declined. I immediately spoke to a manager - Chantal Govinden - and I asked to be sent a copy of the telephone call with the agent. I was told that this could only be sent to a Vodacom store and not sent to me directly. I then had to go to my local store and get them to phone through to Rewards Co and request a copy of the call. This took an hour as they kept hanging up and then sent an email without any attachments.

I eventually got a copy of the call and 3:40min into the call I ask the agent if this will effect me getting a phone upgrade, I actually say, if I take out this package and then decide to get an upgrade in January, will this effect my upgrade - the agent says it wont and I can just get an upgrade with a lower data bundle. Hear for yourself: https://www.dropbox.com/s/rv1dj7q845jlgou/Charles%20Mcallister-%5BAudioTrimmer.com%5D.mp3?dl=0

My issues are as follows: - There is a major issue with the relationship between Rewards Co and Vodacom. They may have a generated R100mil of revenue for them over the past 5 years, but this is being done on the back of misinformation bordering on *****. The consultant was either totally misinformed or lying. When I asked if she was calling from Vodacom, she should have confirmed that it was not the case and she misinformed me about the impact of taking out the data package. - Vodacom take no responsibility for this sales force and I have to contact them to review an issue. - My review was declined, even though it clearly shows in the recording that I ask if it will effect my upgrade and the answer was no. Why would I tie myself into a 24 month data only contract when you always need a new phone after 24-36 months. - The manager never reviewed the call. - I was denied access to my personal info - I was told I could only get the record at my local Vodacom store - which goes against current POPI legislation. - There was no easy process to access the recording or to speak to someone at Rewards Co/ Vodacom.

I have been misled. The actions of the agent is bordering on *****.

Having said all this, I am happy to keep the data contract and get a phone upgrade, however Vodacom does not allow this - but MTN does. Which makes me think Rewards Co probably does the same thing for MTN and the agent was not trained to provide with the correct info. So once again, Vodacom needs to review their contract with Rewards Co.

I will be taking this further with an official complaint against all parties and request for them to review their processes. It was only because I was 100% certain that I asked the question about it effecting my upgrade, that I kept following up. How many people just give up and get lost in the bureaucracy of Vodacom.... it is disgusting and they should be ashamed of their sales techniques.