Bad service from Vodacom

I would like to express my disappointment in the very bad service I received from Vodacom during a very sad time.

The above account belonged to my Dad, who sadly passed away on the 24th of November 2020. He was a loyal customer of Vodacom for many years.

I am the daughter of the deceased and also the executor of my Dads estate. I contacted Vodacom to inform them what my Dad passed away, I was referred to the deceased department. I was told to send through all the relevant documentation, which I did. I then requested that my Dads Vodacom account be transferred to my Mom who still needs the phone, and is the sole beneficiary of the estate.

My Mom is 92 years old and in a wheelchair, and suffers from Dementia. I was told by Vodacom that it would be fine for my Mom not to go into a Vodacom shop for the transfer, my Mother had to give me a letter of permission to do the transfer on her behalf.

I was then told by the Vodacom shop that the transfer would not be possible because my Mother doesn’t have a Bank Account in her name. I explained that mother’s bank account was closed many years ago when she was diagnosed with Dementia . I even asked if a letter from the Bank would be sufficient to prove that there are more than enough funds to cover a R 250 – 00 per month bill from Vodacom. This was not even an option with Vodacom, they were adamant that they cant do the transfer without Bank statements. I cant believe that a big organization like Vodacom can be so narrow minded that they think that they can treat every customer the same!!. I fully understand that Vodacom will need proof that the customer will be able to afford the payment at the end of the month. But requesting Bank statements are not the only way of doing it. You dealing with a pensioner here! Not a salary earner.

The only other option I had according to the deceased department was to ask for a quote and then settle the bill and go over to pre-Paid, which I didn’t really want but I had no other option.

Please see the attached documents, the account was settled on the 17th of December, I emailed the signed quote to *** and was told that they received it. I CLEARLY STATED THAT I WANTED TO RETAIN THE NUMBER!! To go over to pre-paid.

I called Customer Care this morning and was told that the account was suspended and that the Legal department will call me to sort it out. Its now 13h00 the Legal department has still not contacted me.

Why can clear instructions not be followed? I have made so many calls to Vodacom, nobody wants to take responsibility, shunted from one department to the other. Which department is now responsible to sort it out!!

My Mother has been without a phone for 2 days