Worst Ever Customer Service Experience

I had the worst customer experience of my life and I really hope other people never have to experience this. I sent this to vodacom customer care in May 2021, still no response.

The best way to explain it is through my timeline of events:

09/02/2021 (SR***) - I contacted the Vodacom fibre department to inform them that I would be relocating from my current address, and that my current fibre service needs to be cancelled. I was informed that I would still be required to pay for March which I accepted. 04/03/2021 - I was informed that my request for cancellation was currently being processed 08/04/2021 and 09/04/2021 (SR***) - I contacted vodacom to request a new fibre line for my new address and to also follow-up on my previous fibre cancellation. 12/05/2021 (SR***) - I received my May statement stating that I owed on my fibre account for the fibre product at my old address. I immediately notified vodacom about the incorrect billing and they informed me I would be contacted in 48 hours to get assistance. It was at this stage that I realised that I was billed for April as well and refused that the amount be debited for May. 17/05/2021 (SR***) - I called fibre again to follow up on the incorrect billing since no one contacted me or provided feedback. I was taken back and forth between cancellations, customer care and fibre. I eventually spoke to a lady who was more willing to assist me and actually take the time to understand my issue. She checked my accounts and told me that my fibre account has been duplicated since 2019 (2 fibre lines for the same physical address). She created a new reference and told me I would be contacted in 48 hours. I even joked to my girlfriend that maybe I should do a documentary about my customer experience. 19/05/2021 (SR*** and SR***) - I called to follow up on SR*** and was told my account is in arrears. I did more back and forth between cancellations, customer care and fibre several times and eventually managed to speak to a lady willing to assist me. She gave me a full breakdown of the issue and what's required to resolve the matter. She then generated two new references (SR*** for cancellation of the fibre and SR*** for incorrect billing). She told me I would be contacted in 48 hours. Later that day I realised my phone was no longer working (I could not make phone calls, use my WhatsApp, data or send emails) but I thought it was a network issue. 20/05/2021 - My network was still off and I decided to call customer service where I was informed that my number was blocked due to my account being in arrears. I then proceeded to plead with the agent informing them that this is an issue I have raised for quite some time and surely it cannot be my fault that the issue has not been addressed by Vodacom. My pleading didn't seem to matter and like clockwork I was transferred to another department (This is when I realised that most vodacom agents could not care less about your issue and would rather transfer you so that you are not their problem). Nonetheless I continued to do more back and forth between cancellations, customer care and fibre and eventually found a lady willing to help me after sensing my frustration. She said "Speak to fibre and ask them to sort out their mess, they are ruining your credit score and if the person cannot help you ask to speak to their manager, once they have sorted it out you can call connections to unblock your number". With my new found enthusiasm I contacted Fibre only to be told they are still looking into my issue, it will take 48 to 72 hours because the reference was only raised yesterday (What about the three references that came before? And the fact that my phone is blocked and my credit worthiness is heavily affected? This is extremely frustrating as I would like to buy a house soon and now my credit score has been affected. I ended up in a heated dialogue with the fibre agent. Firstly he said he will transfer me to the connections department and they will be able to reconnect my phone, afterwhich I insisted that I was transferred to him by the connections department! But he still insisted there was no way he could assist me in that moment. I asked to speak to his manager; the agent informed me he is working from home and cannot forward me to his manager and said the only way he can assist me is by sending his manager an email. I requested to be CC'd in the email and he said he cannot share his manager's private details. He asked if he could transfer me to connections, I dropped the phone and decided to try and contact vodacom head office directly. Of course there are no direct numbers and the only number I find is a switch-board. I told the switch board lady that I cannot be transferred to fibre or connections, none of them are willing to help me and are instead blaming each other. She transferred me to a direct agent. The agent apologized for the trouble I had gone through and insisted that I would get assistance later because he is experiencing technical issues. I requested to speak to his boss (some kind of senior person who is hopefully empowered by vodacom to provide a holistic service) but his boss could not come to the phone. The agent promised his boss would call me later in the day. Of course this did not happen. I tried calling customer care to have one last go at resolving the matter, the automated voice prompt informed me that I had made multiple calls that day and that I would be called back (Basically I can no longer call customer care). Of course no one called back. 21/05/2021 - Tried calling customer care (The only department I can call with my blocked phone), once again to be told by the automatic voice prompt that I had made 'multiple calls today' (PS it was the first time I called that day) and that I would be called back, once again this did not happen. My boss saw just how frustrated I was with my mind being distracted from work for the last two days and insisted I go to the vodacom offices to get assistance (It is a 3 hour drive (265 km) from my work place in Mokopane). I arrived at this impressive high-tech Vodaworld in Midrand and was certain I had come to the right place for assistance. I spoke to a wonderful lady called Alina who was willing to go the extra mile to make sure I get assistance. Unfortunately vodacom had only empowered her to use her cellphone and call the fibre department on my behalf (A bit surprising that even at "vodaworld" the most one can do is call *** to get urgent assistance). Nonetheless Alina called Fibre with the first conversation being around the fact I am calling about a reference raised 48 hours ago and it hasn't been 72 hours yet (Apparently 72 hours is the actual waiting time to get assistance). I pleaded with Alina telling her that the waiting time is a **** (I have been waiting for over 3 months to get assistance after all) and I can only settle for immediate assistance. She understood and insisted with the agent that the issue needs to be resolved now. The agent followed-up by telling us that if we just want to unblock my phone the connections department will assist. Alina proceeded to coach him about why that wouldn't work and that he needs to do his job. Alina, after realising she's not getting anywhere, then contacted the agent's "Manager". The manager understood what Alina had to say and promised to try to have me unblocked and out of arrears by the end of the day. 22/05/2021 - My Fibre contract from February was finally cancelled 24/05/2021 - I contacted customer care and my phone was unblocked. There are things I did not mention simply because I did not receive a reference or it was in-person service at a vodacom shop where the manager couldn't even be bothered to speak to me face to face even after hearing about my frustrations.

No one deserves to be spending so many hours on the phone fighting about the same thing like a broken record, or the petrol spent and the frustration, or anxiety of losing out on my perfect credit score which I worked very hard to build and worst of all feeling so powerless to do anything about it. No one deserves this, especially a loyal vodacom customer of over 2 year. I am quite confident that if I had not driven the 265 km to vodaworld, my phone would still be blocked today.