Worst Service Provider

I am now at a stage where I don’t know what to do anymore with regards to a Vodacom account of mine. I have been fighting a battle with Vodacom from November 2018 till to date.

I did an upgrade on my cellphone – X in November 2018 at the Vodacom shop in Mall of Africa, the biggest mistake ever as I should have just cancelled it and go somewhere else. I have to cellphone accounts, both on my name- X reference number ***X and Y reference number YYYY and it was separate accounts for years. At the time of the upgrade a person call John did the upgrade, he then took the initiative to do a transfer from my name to my name, how this is possible only Vodacom knows. The only thing to be changed was my address and my surname as I got married. The marriage certificate with proof of address had to be loaded on my account according to him. During this upgrade he also decided to combine the accounts to reference number YYYYnot telling me a thing. I continues making payments on both the accounts using the reference numbers I have been using for years. On the account YYYY a payment of R918 gets paid every month as it is a top up phone. On account ***X the following payment were made from November 2018.

November 2018 R3592 December 2018 R2000 January 2019 R2700

Total R8292.

From December 2018 Vodacom kept locking my line saying my account is in arrears by R8292. So both my lines are locked and I have to phone in, explain the situation to them, requesting to update the payments to the account as no one told me that the reference numbers have been changed. I will then be on the line for hours being transferred from the customer services to the accounts department. I will send the proof of payments like they request with the details as per the person to ********** The lines will then be unlocked and promises are made that they will update the payments. The next day I will have the same problem and have to phone again going through the same process. This has been going on from December 2018. Feel free to please go look at all the call updates and listen to the calls to feel my frustration. I was told to go to the Vodacom store where I did they upgrade, this is after weeks of fighting to get this updated. Vodacom Mall of Africa as I suspected did nothing as they can’t do anything the accounts department needs to rectify the problem I was desperate sitting there for hours, speaking to a consultant and the manager and they promised they will also follow up and assist. As usual no one got back to me, I called the next day asking for an update and the manager got very arrogant telling me they can’t do anything. So we carried on to call to unlock the lines every day maybe twice, every second day etc. On the 15th my line got locked again and I was in tears begging Vodacom to assist me as I don’t know where to go to , to sort this out. A consultant assisted me and I thought I am getting somewhere as she could hear my frustration…. I thought its sorted once and for all as she gave me her manager’s email address to send the proof of payment. Today is the 21st and my account is still not updated. When you call and speak to a consultant you get send from one department to another, then they will tell you, your account ***X is R4000 in credit….????? Explain this please..

How do you do the transfer an account from yourself to yourself? How do you sort this out?