Complaint Against a Service United Kingdom

Vodacom — Contract issues

I applied for an upgrade with vodacom which for some reason was converted to a new line. I was not aware of this because when they delivered the device there was no new simcard. I have contacted them a couple of times to resolve the issue and they said that they cant switch lines on the 16th of February I spoke to Mishack he said that he will log a request for the contract to be cancelled and the device will be collected within 7 days- he called me again on the 19th to confirm this. On the 25th of February I called them again and spoke to Linda Ntsundu who was very rude – refused to give me a reference number for the call and refused to give me his team leaders (Refiloe) surname and contact details. Refiloe called me back and because I was busy with work I requested her to call me back in 5 minutes which never happened. Today (01 March) I called them again and spoke to Sasha Gope and she said her team leader Curtis Green said she must escalate my query. I requested to speak to Curtis who was apparently busy. I also requested that he calls me back and I am still waiting.

I have been debited twice so far for a line that has never been active and worse I never received the sim card

Nothing even after so many calls:
Customer service
16 February
1. Lethabo – customer service
2. Alton – Online Sales
3.Mishak – After sales
Ref: 005803100fbf9267
25 February
4.Linda Ntshudu
5.Team Leader: Refilwe
01 March
6. Sasha Gope
Awaiting call from Curtis Green – team leader