Atrocious Service and Rude Agents - Immediate Refund Required

Dear Vodacom,

I am writing to express my extreme dissatisfaction with the service I have received. The experience has been nothing short of atrocious, and the agents I interacted with were incredibly rude.

I have been experiencing intermittent network connectivity issues with my Vodacom fibre line subscription. On Friday, I was informed that my account was in arrears and needed to make a payment of R1180. I made the payment at Shoprite, sent the proof of payment, and called to confirm that the line was reopened. Despite this, the line did not work on Friday or Saturday.

On Sunday, I spoke to a helpful lady who informed me that Vodacom had terminated their partnership with Metro Fibre, which is why my internet was down. I was shocked that Vodacom did not inform me of this change, yet still requested payment for a service they knew they could not provide. The lady promised to call me on Monday (today, 24 March) at 08:00 to transfer me to the retentions department for further assistance.

When I spoke to the lady from retentions, she was extremely rude. She insisted that I needed to give 30 days' notice to cancel the line, despite the fact that Vodacom is no longer able to provide the service I paid for. I requested that she note this on the reference number of the call as I would need my refund. She then transferred me to the billing department, where things only got worse.

The billing department agent was also rude. When I asked for the supervisor, I was told the supervisor was not available and did not have an email address. When I asked if the calls were recorded, she did not confirm and put me on hold multiple times. She eventually claimed this was my first call and that she could not help me without a reference number, which I had already provided.

This level of service is unacceptable. I demand an immediate refund for the current month.

Sincerely,