Absolute Incompetency from Vodacom

I am a very unhappy customer once again, to no surprise. I signed up with Vodacom Fibre in February 2021, was not contacted until April, where technicians were sent out to come and provision the line. However, the ONT box was already installed. All that was required was a power supply, which the technicians provided us with. Even after the technicians came out, we still had no internet connectivity. Frogfoots technicians indicated that we escalate it to our ISP – Vodacom Fibre as they are unable to resolve the issue. All Vodacom needed to do was connect us from their side. Eventually in May we had connectivity for 2 weeks then Frogfoot interrupted the line as they were busy with upgrades on their fibre line. Frogfoot resolved the issue within a week, however we are still not active and connected. We logged several service requests to get it escalated but still no internet, with no explanation from Vodacom as to why we weren’t connected after Frogfoot resolved the issue. We then decided to cancel the month-to-month contract as we haven’t been receiving the service as stipulated as per agreement for almost 5 MONTHS!!! I haven’t even received my first invoice from Vodacom to this day. However, Vodacom agreed with the cancellation but requires me to pay R1700 as a “Frogfoot recovery cost “. The person assigned to my SR is Kim Thornton. I then contacted her indicating that I am not comfortable paying the recovery cost as Vodacom hasn't, according to the CPA and ICASA Regulations, failed to render us ANY SERVICE at all, therefore no contract is being cancelled as there wasn’t even a contract to begin with. The cost incurred was due to the DELAY on Vodacom’s end. No new installation was done on site and I even requested the job card of the technicians to confirm this. This means that they will not allow me to move on to another ISP until they are paid!!! The way I see it, Vodacom refuses to take any ownership for their incompetency and is saying that this bill is coming from Frogfoot and that they will not cover the cost. They even had the audacity to offer us a second option, to cancel the contract at no cost but not release the line. This is absolute abuse, and If I may add extremely THREATENING. They’re basically saying, if we don’t pay up, we won’t have internet AT ALL. We will be trapped, and restricted from moving to a different ISP. I requested from Kim Thornton that an investigation be done on my line to analyze my usage and connectivity before making me pay a penalty for a service that wasn’t even rendered. This investigative report along with all my call ins and SRs logged regarding my Vodacom Fibre issue must be presented before a decision is made. According to the last email received from her, management at Vodacom stated that I was liable to pay regardless. So, to my understanding, with all being said, terrible to no service at all received, back and forth calling with no resolution, over R3000.00 spent out of my own pocket to make sure I can work, false promises being made and a contract sold under false pretenses that we would not be charged for anything other than for our internet usage (router data). No remorse is expressed from them as to reimbursing me for failing to provide me with the internet and no empathy is shown even after all the evidence is clear. All they care about is their payment. The relationship between company and consumer is broken and I had to pay the price in the process. Vodacom needs to be exposed for what they have put us through. Hello Peter, please assist or advise on the way forward as this is not the way to be treating customers.

My Service Request number is : SR***