Worst customer care ever

I have been a customer/client of Vodacom for at least 6 years. Never having trouble with their service delivery up until now.

With my previous upgrade in 2016 I did everything online, looking at offered packeges, making a selection and ordering the package. The specific package at the time was for a Samsung S7 on a Uchoose Smart M package. THe deal advertised a free Samsung Tab 3 lite included in the package.

A few weeks after the online order, I received the Samsung S7 and nothing else. I phoned Vodacom to find out what was going on. THe lady I spoke to, after a very long and confused discussion, realized the mistake was that the advertised offer, which I selected and ordered, should have been done online as it was only for in-store purchases. I wanted know what she proposed I do. She said to send back the phone, in this way cancel the upgrade and then start over. I did just that and after a few weeks I received a phone call fro Vodacom to do the upgrade again. So I ordered the S7 again, 3 days later received a phone call to say my package is on its way. This time a received only the Samsung Tab 3 lite and its sim card.

I phoned Vodacom again, fighting for 4 months to get my Samsung S7 until I finally got the phone. After about 2 months, just out of curiosity, I looked over my account statements and saw that I was paying for devices on one number, the exact same amount. Obviously I phoned customer care again to resolve the issue and for 1 and a half years I the issue has yet to be resolved.

Now, after 6 years of being a customer. I, for the first time, missed a payment for May 2018 and immediately they want the money. Even though I have paid a total of R3800 over the course of my current contract period for a device I do not have.

This is the worst customer care I have seen in my life. Not sure if I will ever use Vodacom's services again.