WARNING:- Never upgrade Vodacom contract telephonically.

In my experience Vodacom's customer service complaint resolution procedure is to do nothing and procrastinate long enough, hoping that the customer will give up and accept whatever unsatisfactory situation he finds himself in. This is not going to happen in respect of this complaint, I will not go away until the situation is resolved.

On 1 March 2018, after spending some time trying to resolve the problem with Vodacom telephonically, I gave Vodacom a one star review on hellopeter.com. Basically I had been phoned by Salvador on the 15 February 2018 and told that one of my 6 contracts was due for renewal/upgrade and did I want to do so. I advised that I would confirm whether I would be upgrading the following day. He then phoned back on the Friday and I confirmed that I would upgrade the discussed cell phone number to Huawei P8 light. He then advised that another one of my contracts was available for upgrade and asked whether I wanted to do so. I told him no that this contract was to remain as is and my daughter who used the phone would decide whether she wanted to upgrade it and if so which package she wanted to upgrade to.

I receive what I thought to be my upgraded phone on Friday, 22 February 2018.

On Wednesday, 28 February 2018 I received a please call me from my daughter who advised that she suddenly had no airtime or data available on her phone. On phoning Vodacom customer service I was advised that contrary to instructions the cell phone contract for my daughter's phone had been upgraded. As a result of spending a considerable amount of time on the phone to Vodacom customer service without being able to resolve anything I posted the aforementioned review on hellopeter.com. I got the usual canned response saying someone would contact me. This did not happen.

On 12 March 2018 I once again posted a one star review on hello Peter.com basically reiterating my complaint and stating that in spite of being advised that a Vodacom consultant would contact me I had heard nothing further from Vodacom and expressing my extreme disappointment/annoyance at Vodacom's lack of response to my complaint.

On 13 March 2018 I was phoned by a Dominic to discuss the problem. In discussion I was informed that the upgraded phone I had received was not the phone meant to upgrade my contract but was meant to be part of the upgrade on my daughter's phone. This phone was not, according to my instructions, supposed to be upgraded. I told Dominic that I wanted the upgrade to my daughter's phone reversed and that all upgrade fees that I had incurred in respect of this upgrade be cancelled and credited to me.

Dominic advised that in order to cancel the upgrade on my daughter's line the cell phone had I had received, which I thought was in respect of the requested upgrade to my line had to be returned. He would endeavour to discover what had happened to the phone which was meant to be mine and which I had not received. He told me that he would come back to me as soon as possible, perhaps even that same afternoon.

It is now 9 days later, I feel that I have given the gentleman more than sufficient time to discover what had gone wrong with the upgrades. I now realise, in compliance with Vodacom's customer service principal of ignoring complaints until they go away that he would not be phoning me back.

Vodacom has a code of conduct and the 1st line reads "trust is fundamental to everything we do" well I'm sad to say that I have lost all trust in Vodacom. Within the Vodacom code of conduct is something called the Vodafone Way and this states "we are passionate about exceeding customer expectations" well in this instance the only thing Vodacom has exceeded is the level of disgust I have experienced over the way Vodacom has reacted/not reacted to this unfortunate situation.

Another line reads "we make things simple for our customers" --- ha ha ha ha! And further "we are reliable and transparent to deal with" and "do what you say you will do." Based upon my experience, Vodacom may just as well s**** its code of conduct and the Vodafone way. They certainly do not apply to the staff I have been dealing with.

I suggest, instead of giving me the usual canned robotic response, that you get a rather more senior person to respond to this complaint i.e. somebody with the authority to make things happen and who will follow up and get back to me to advise what is being done to resolve the situation. If someone does decide to get back to me please phone my husband on *** *** 5775, one of my contract lines, as previously requested