Bad service from Vodacom Cancellation Department

I have been with Vodacom Fibre for over 3 years. I have been trying to cancel my contract for the past week for various reasons including bad service, stability and price of the service.

On instances with my line being down for hours I have had to resort to using my company's service manager to assist with the line as I use the line for work as the Vodacom staff were not very supportive.

I have decided to move to a cheaper and more reliable ISP which is smaller and has come highly recommended to me.

I have spent over 2.5 hours speaking to Vodacom cancellations trying to get my line cancelled as there is a system issue with my account which shows I owe Vodacom money. As much as the Billing department and technical support have confirmed with the cancellation department that my account is clear and I do not owe anything, my account remains in a 'Pre-Legal' state.

The agents I spoke to were bent on trying to retain my business even though I have explained why I would like to cancel.

In the past week, I have spoken to 9 people to get the service cancelled. The last agent I spoke to on the 30th May resorted to giving me a service request of another client as MY cancellation request number. I was told I will receive the sms / email confirmation within a day or 2. I decided to check again today (3 days later) only to be told that no cancellation request was processed.

I spend most of my day in meetings and cannot afford to sit on calls with Vodacom the whole time.

The agents insist they will call me back to confirm the pre-legal issue has been sorted but after a week, nothing has been sorted.

This is really disappointing service and extremely unprofessional to give a customer a Service Request number of another customer as confirmation of cancellation of service.

I will not display the incorrect SR number on the review for privacy and security purposes.

Regards Jayesh