Bad Customer services

<p>I am extremely disappointed with the level of customer service I have received from Vodacom recently. I have sent countless emails to customer care was was promised a response within 24 hours but as to date nothing.</p> <p>Started when I sent an email with regards to Cellsure about a dispute as I was seeking advice about what the procedure/ process would be as I wanted to withhold the insurance premuim from my contract with vodacom( ********** 176), but no response. The email reference I received is 003S~SCR4 this was dated the 17 March 2017.</p> <p>I decided not to pay the insurance premium and to my dismay, my account was put in arrears and blocked without notification. The cellphone number ********** 176 is blocked as was ****** with device and I have not done sim swap but with the email I sent had included the alternative number ********** 025.</p> <p>I only came to find this out when I was trying to cancel my Cellsure insurance contract and this is where the nightmare began as I as being told different stories. I tried numerous times but with fail to contact Cellsure on ********** to cance the contract, everytime there was no answer or when I eventually get through the minute I get transfered to cancellation department the call would be dropped. I called customer care and informed them about this as I was wanted to cancel the contract so I would not be charged for the month of April 2017. I was informed that there was nothing they can do on they side, but eventually one lady at customer eventually managed to get through to cellsure and 7 April 2017. I was informed by the Cellsure lady that my contract was cancelled but that was not the case I received an email from Vodacom with my statement and to my shock I was billed for the month of April. I called again customer care and was informed that cellsure contract was not cancelled??? That my account was in arrears, I asked how come I was not informed of this the numerous times that I had called vodacom but no response. I made the payment then tried again to call cellsure and eventually got through and contract was cancelled. When I asked why I was billed for the month of April I was told I must take it up with Vodacom, and I called contracts department. I was informed that they statement run on the 3rd so I am liable to pay the insurance, but when I queried this and tried to explain I was told I have to pay the amount. This I found strange because everytime I tried to cancel the insurance I was told cellsure and vodacom are separate entities, but not when it comes to billing??</p> <p>I called accounts and explained what transpired the lady informed me that I must lodge a dispute with customer care that I can carry on paying the contract amount excluding the insurance until the matter can be resolved. She put me through customer care and lady by the name of Amanda assisted me, but she did not understand and I explained to her that I am lodging a dispute on my contract. She said she could assist me and that she will call me again in the morning with someone who can help me. It has been 4-6 days and I am still waiting??</p> <p>I find it utterly ridiculous that I have to be constantly chasing vodacom in order to get feedback, I have decide that with this bad service I received from your company, I will pay the insurance but I will not be surprised that you will charge my again for May as I am begining to see that how you operate and you will block my account and my name will reflect negatively in credit rating due to Vodacom poor service.</p> <p>I have been a loyal vodacom customer for ages and both my sim cards are under vodacom, but after this recent experience I honestly doubt I will upgrade my contract and contemplating changing networks. I will never recommend vodacom products to friends and family after this exprience and luckly I had not taken life insurance as I was about to with vodacom. After this I know if I did they would not payout.</p> <p>I sincerly hope vodacom looks at they customer service department as the service is pathetic but this does not apply to the few that do an excellant job by the bad will alway overlook the good.</p> <p> </p> <p>The number I was using when calling customer care is ********** 025 incase you want to track call logs.</p> <p> </p> <p>Dissatisfied customer:</p> <p>Khaya</p> <p> </p>