********** Upgrades by Elite Mobile Supported by Vodacom

Vodacom has partnered with Elite Mobile. On the 7th December 2020 I called Vodacom's cancellation department on *** to have one of my lines terminated at the end of January 2021. I recently found out that the person that answered the phone was from Elite Mobile and not a Vodacom call centre agent. This person confirmed to me that they logged my request for cancellation successfully. I was happy with that and even proceeded to give a good rating at the end of the call. At the beginning of January 2021, I used the self-service channel to check my bill for January 2021. I saw that it was a bit higher than it is normally. I therefore called Vodacom to enquire. The agent that assisted told me that 4 phone numbers on my account were upgraded and hence the increase in my January bill. I was shocked to not only find out that the number that I had called in to have cancelled, was never cancelled but had been upgraded with the contract now extended for another two years, but also found out that my wife, daughter and son's numbers were also upgraded which are all numbers on my Vodacom account!

I have been calling Vodacom since on their cancellation number ***, their upgrades line *** and ***4 and they are not able to reverse these unauthorized upgrades. They insist that since it was Elite Mobile that did the upgrades, and I should speak with them. I called Elite Mobile several times on *** and have been told that someone will call me to help sort out this mess. I am sadly still waiting nine days after the upgrades were **********ly done.

Vodacom should be taking responsibility of fixing this mess. The ********** upgrades happened with their subcontractor that I did not call in the first place. I called Vodacom to have my number cancelled and the fact that they allowed Elite Mobile to take some of the calls that are intended for them should have zero bearing on me. When customers complain to Vodacom, they refuse to take any responsibility. This is very unprofessional and disappointing. I have been a customer of Vodacom for many years (close to 20 years) and have always enjoyed their customer service until now.

Very disappointed with you Vodacom for partnering with shady companies such as Elite Mobile and not able to rescue your loyal customers from ************ companies that are operating in your name.