HO
Helga O
1 reviews | Active since Jan 2012
25 Sept 2020, 11:36
2019 Expired Contract cant be cancelled
On 17 September 2020 after some difficult investigation into my Vodacom Account I submitted an email instruction to Vodacom to cancel two contract with immediate effect. Both contracts already expired. The one contract expired on 29 September 2019 and the later on 4 September 2020. Vodacom responded requesting additional information which I immediately provided. Based on this information I received an acknowledgement of receipt of my email with reference number *** stating an agent will be in contact with me within 5 working days. I contacted Vodacom the next day to ensure the process is underway and was assisted by an extremely rude and *********** agent. I had to politely refuse her attempts at upgrading me continually. Low and behold, today the debit order for the expired contracts went off again. It is impossible to speak to a competent agent and emails are ignored. I
Helpful (0)
Replies (3)0
Replies (3)
Vodacom's replyOfficial
25 Sept 2020, 14:09 Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
Vodacom's reply25 Sept 2020, 14:09
Official
Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
HO
Helga O's updateReviewer Update
29 Sept 2020, 12:41Dear Vodacom,
The query has not been resolved. The cancellation was submitted on 17 September 2020. Numerous correspondence and phone calls transpired following this submission with no response from Vodacom. On 28 September you finally advised via email, "Please be advised that cancellations are done with the cancellations department. Please contact cancellation department on *** to assist with the cancellation thereafter you can discuss the refund of late cancellation." I have yet to receive a response from your office regarding the refund owed to me me. Please can you confirm when the refund will be paid.
Further, today I receive a call from your agent, Lance, who was not responding to the numerous service tickets logged as per the above, but to this hellopeter review. After our call I receive an email for each of the two contracts in question advising me, " We have received your request to convert 276********* to pre-paid. It has been logged and will take effect on 2020-09-30 12:08:28. Please note that any outstanding usage costs will be billed in the next month's billing cycle. We recommend you use any remaining minutes and data before this date as it will be lost during conversion to prepaid. For any queries, please call Cancellations on ***."
Can you confirm, has it been cancelled or moved to pre-paid. Correspondence from your offices clearly states your right-hand does not know what your left hand is doing. Looking forward to your response.
The query has not been resolved. The cancellation was submitted on 17 September 2020. Numerous correspondence and phone calls transpired following this submission with no response from Vodacom. On 28 September you finally advised via email, "Please be advised that cancellations are done with the cancellations department. Please contact cancellation department on *** to assist with the cancellation thereafter you can discuss the refund of late cancellation." I have yet to receive a response from your office regarding the refund owed to me me. Please can you confirm when the refund will be paid.
Further, today I receive a call from your agent, Lance, who was not responding to the numerous service tickets logged as per the above, but to this hellopeter review. After our call I receive an email for each of the two contracts in question advising me, " We have received your request to convert 276********* to pre-paid. It has been logged and will take effect on 2020-09-30 12:08:28. Please note that any outstanding usage costs will be billed in the next month's billing cycle. We recommend you use any remaining minutes and data before this date as it will be lost during conversion to prepaid. For any queries, please call Cancellations on ***."
Can you confirm, has it been cancelled or moved to pre-paid. Correspondence from your offices clearly states your right-hand does not know what your left hand is doing. Looking forward to your response.
HO
Helga O's update29 Sept 2020, 12:41
Reviewer Update
Dear Vodacom,
The query has not been resolved. The cancellation was submitted on 17 September 2020. Numerous correspondence and phone calls transpired following this submission with no response from Vodacom. On 28 September you finally advised via email, "Please be advised that cancellations are done with the cancellations department. Please contact cancellation department on *** to assist with the cancellation thereafter you can discuss the refund of late cancellation." I have yet to receive a response from your office regarding the refund owed to me me. Please can you confirm when the refund will be paid.
Further, today I receive a call from your agent, Lance, who was not responding to the numerous service tickets logged as per the above, but to this hellopeter review. After our call I receive an email for each of the two contracts in question advising me, " We have received your request to convert 276********* to pre-paid. It has been logged and will take effect on 2020-09-30 12:08:28. Please note that any outstanding usage costs will be billed in the next month's billing cycle. We recommend you use any remaining minutes and data before this date as it will be lost during conversion to prepaid. For any queries, please call Cancellations on ***."
Can you confirm, has it been cancelled or moved to pre-paid. Correspondence from your offices clearly states your right-hand does not know what your left hand is doing. Looking forward to your response.
The query has not been resolved. The cancellation was submitted on 17 September 2020. Numerous correspondence and phone calls transpired following this submission with no response from Vodacom. On 28 September you finally advised via email, "Please be advised that cancellations are done with the cancellations department. Please contact cancellation department on *** to assist with the cancellation thereafter you can discuss the refund of late cancellation." I have yet to receive a response from your office regarding the refund owed to me me. Please can you confirm when the refund will be paid.
Further, today I receive a call from your agent, Lance, who was not responding to the numerous service tickets logged as per the above, but to this hellopeter review. After our call I receive an email for each of the two contracts in question advising me, " We have received your request to convert 276********* to pre-paid. It has been logged and will take effect on 2020-09-30 12:08:28. Please note that any outstanding usage costs will be billed in the next month's billing cycle. We recommend you use any remaining minutes and data before this date as it will be lost during conversion to prepaid. For any queries, please call Cancellations on ***."
Can you confirm, has it been cancelled or moved to pre-paid. Correspondence from your offices clearly states your right-hand does not know what your left hand is doing. Looking forward to your response.
HO
Helga O's updateReviewer Update
23 Oct 2020, 11:08Again, received an invoice from Vodacom today for the value of R230. This after the contract has been finalised, you're above statement noting it has been settled. Please can you resolve these issues asap!
HO
Helga O's update23 Oct 2020, 11:08
Reviewer Update
Again, received an invoice from Vodacom today for the value of R230. This after the contract has been finalised, you're above statement noting it has been settled. Please can you resolve these issues asap!