Appalling attitude of Vodacomstaff, leads to confirming cancellation

To whom it may concern

I received the attached "warning" letter yesterday, which in itself is a topic for another day, however my reason for this complaint is 2 of your staff members that either need a lesson on taking 2 steps back to understand the client rather than the "know it all" attitude or that they lack training, which is then a reflection on your organisation.

I called through at around 9.30 am this morning (18/07/2019), to find out why I received the attached letter and what the amounts relate to. ***lan (not sure of surname) mentioned that it is penalty related due to a debit order that had not run. Now I know my debit order did not run as I had settled the account early so I did not make provision for the debit order, as with previous months. To which I rep**** to her that why would you run a debit order for a zero balance because I had settled the account early. WELL, did that just not catapult to another level, being told that I am not billed in advance for fibre and my payments are not early, ( I do encourage that you listen to the whole conversation from the recording in order to fully understand the context here to) I then asked to speak to the supervisor, who re iterates that I am not billed in advance and he (being Brentan Matthews) has been involved in billings for 6 years and Vodacom does not bill in advance. Proceeding to me indicating that Feb 2019 was the first invoice of R716.14, being pro rata for Jan and Advance for Feb, dated 01/02/2019. How is this not advance billing?? Eventually he relays that yes billing is in advance but payment is not, to which I respond,(noting the reference was to billing and not payments) my payments are in advance. and before I could even explain why I say what I say, your colleague proceeded down a road of insulting my intelligence by his banter and did not even take the time to find out my original query nor to understand what I was even trying to say. Instead he mentioned that he does not need me to tell him what the issue is, he knows what the issue is and he does not need to learn the terms billing and payments. At this point I have now had enough, hence I am sending you my colour coded explanation, attached here to, and the original ask of ***lan was , why am I charged a penalty if I pay the invoice in advance to my debit order date. PLEASE forward this to Brentan and ***lan as I did say I will need to send a colour coded explanation as it seems I cannot get them to TAKE THE TIME TO UNDERSTAND my query.

Never have I ever! Is this the calibre of people in your employ? If Brentan has been there for 6 years , it worries me that the concept of billed in advance evades him, further the mannerisms of these 2 snappish unhelpful people.

Little to their knowledge , I had initiated a cancellation, as you will see attached, earlier this month. That too, has left me feeling ****med and ******. Combined with this experience, I will not even think twice of confirming the cancellation. Even though it has cost my pocket due to Vodacom's *********** staff that has not taken time to explain all costs involved NOR listen. I would rather pay the price and go where I am respected as a customer. I will go as far as to say that I will even change prepaid cell numbers from Vodacom to not be associated with such disrespect.