Incompetence - Consumer Complaint for Vodacom - Head Office

In October Vodacom called me to advise that they wished to reduce my monthly subscription as I have been a loyal customer for over 20 years. Subsequantly after the call I recieved an sms advising that a courier service was to contact me for a delivery. I called the courier company who advised that they think its a handset. I did not agree to any upgrade, or order a handset of any kind. On the 23rd Oct I recieved a delivery of an Apple watch. Again I did not ask for this. On the 30th Oct I called Vodacom as they had initiated a contract protection fee, which I did not ask for and I also asdked that they reverse/cancel the upgrade which I apparently now recieved. I was given a reference number 2791898 from the lady whom I spoke to at Vodacom. She then advised that the courier company will contact me within 7-14 days to arrange for the collection of the Nike watch. On the 12th November, nobody had contacted me, so I called 082135 and spoke to Shaleen. Shaleen could see that I called Vodacom and advised that I will recieve an sms from Vodacom with a reference number for the cancellation and that the courier company will be in contact with me within 24/48 hrs to arrange collection. Nobody called. I then called 082135 again on the 16th November and spoke to a lady by the name of Londiwe Gumede, and explained the entire issue again. Londiwe advised that she knew Shaleen and could see the comments on your system regarding picking up of the Nike watch. Londiwe advised that someone will contact me within 24/48 hrs. Nobody called!!. So on the 19th November i called Vodacom again and spoke to a lady by the name of Elzine. She again confirmed that the courier company will be in touch with me to arrange pick up of the watch. Guess what? Nobody called. I had also raised concern to Elzine that the new contract amounts also reflect on my statement,an upgrade I did not ask for. Anyway as mentioned nobody called. I then phoned Vodacom again and spoke to a lady named Thandeka. Thandeka advised that I needed to speak to someone in the cancellations dept and gave me a number 0821945. I called the number and spoke to a lady named Nocentia. Nocentia advised that she would need to pull the recording and would then revert. That afternoon she called back, and you can imagine my shock!!! Unfortunately it seemed there was a problem with your suystem and she could not get it. Unfortunately I did not hear from her on Teusday to get an update. Nocentia then contacted me today the 25 November to advise.....wait for it.....that RAM couriers will be in touch with me to arrange to pick up the Apple watch (the same one I dont want from Vodacom). Nocentia did apologise for not contacting me yesterday as she was ill. I then raised the concern again about the billing, which she replied that I needed to speak to a different department. Nocentia put me through and I spoke to a lady by the name of Lerata. This is again whereby we start going around in circles again... Lerata couldnt do anything about the billing and subsequantly handed me over to another lady named Prudence. Prudence advised that I cannot short pay the invoice as my account will go into arrears. So am I expected to pay for an upgrade which I did not ask for in the first place and am not even sure if Vodacom can get it right to cancel the upgrade?? What happes if RAM does eventually pick up the watch, how sure am I that Vodacom will credit me?? Your call centres dont speak to each other it seems. There is nobody who I can explain my problem too and they take ownership of that problem and resolve it. INstead we as customers are asked to call ion to a call centre where we are pushed from pillar to post and nobody resolves it, however we are expected to pay because the implications are if we dont, we get a bad credit rating which is completely unfair.