Appalling customer service

Vodacoms customer service is a joke.

Firstly on the 20th of February, suddenly all my data, night owl and airtime balances were zero, after complaining on their Facebook page, they rep**** saying maybe my background data was on, miraculously the next morning my balances had been restored to what they had been before, no explanation, no apology, no effort whatsoever from Vodacom to explain how this is possible.

Secondly, I went into the Vodacom 4u store (a store where I had been an employee and Manager) to fill in the cancellation forms for promo numbers, both simcards were hardly ever used, but Vodacom will be able to pick this up. After completing and signing the forms, I checked my invoices this month just to find out that these contracts were never cancelled, after contacting the consultant who assisted me, she said, Vodacom tried to contact me and according to her, I did not answer, therefor the numbers which I have basically never used was not cancelled as I had requested.

I contacted her again saying that she must sort it out and make sure I get a refund or I will not pay Vodacom any further.

Apparently the request was escalated and I was told that they will phone me.

The next day, I received an sms saying that the store never uploaded the supporting documents for my cancellation request, therefor they will not refund me. STILL no phone call.

I sent the screenshot of the message to the consultant saying that I will take this further as that seems to be the only way Vodacom will assist. She rep**** saying, she did her part, and that somewhere along the line she apparently informed me, while I was signing to cancel, that 99% of the time they do not respond to cancelation forms and I had to phone. Fortunately or unfortunately, I am a previous employee of this store and I know when cancellations are done, they need to be confirmed on the 1st of the following month and then filed, which obviously never happened, she then continued by sending me photos of the cancellation that she had supposedly logged on C3D where it clearly shows that the document had been scanned on the 25 of February, the same day I enquired about it not being cancelled. So according to her, it was not her problem anymore as she did what she had to. I also mentioned that if I had not checked my statement I would be paying for this for God knows how long as neither the store nor Vodacom takes responsibility for their actions, or rather the lack thereof.

Vodacom has no clue how to handle or assist customers, they are always super quick to do upgrades or new contracts but when it comes to queries or after sales service, the customers are left to their own devices. This is not the first and I can confidently say will not be the last time I have issues with Vodacom, thank God they are not the only service providers and I will be moving my contracts over to another network one by one.