Cancelation gone totally wrong

Good day,

I am writing to complain of the poor service I received from your company on the 16th of January 2020 and want to inform you about the inappropriate behaviour of your staff members, Managers

I called your Cancellation department around 10:15am (16/01/2020) pertaining to my number *** on my Vodacom account ***6. I spoke to a consultant who was assisting to cancel my contract (effective 31/01/2020). During our conversation the call just ended, She failed to call me back and decided to convert my Contract to Prepaid and cancel my contract the same day?! Later that morning after waiting for the consultant to call back I decided to call a client- After a few seconds of our phone call the line dropped and I heard a voice prompt “You have reached your call limit” I then logged in my Vodacom App to check the status of my line and noticed that I was converted to Prepaid and had I lost over 650 minutes +, 700 + SMS and I don’t know if I lost Data during this process.

After my discovery I called Vodacom and I was told by the consultant ‘I must be compensated for what I had lost’ and I was put on hold- I then ended the call from myside. (as I was walking into a meeting). I then called the Cancellation department again- I explained my disconcerting situation to the consultant- {The lady I was speaking to clearly did not want to assist me and directed me through to After SALES “Bytes”}. Once the call finally was answered by a consultant at Bytes: I requested to speak to a manager and his name is “Christoff”. Christoff informed me that he would investigate and scrutinize the calls I had made between the various consultants. He called me from *** and gave me feedback on my first call between myself and the cancellation departments consultant and advised that the back office has credited me with “a round number of R500 Airtime”. I then informed Christoff that I was not happy and asked him politely to have the difference credited to me and proceeded to remind him of what I had lost once again pertaining to my Minutes etc. He then advised that he would investigate and assist further and call me back later that day and that he would have a request logged to back office. The request wasn’t logged and He never called me back– Very misleading and Unprofessional coming from a manager!

Later In the afternoon I called the Cancellation department yet again! When a consultant finally answered: I requested to speak to a manager and “Rakesh- Senior Manager ” took over the call- I advised Rakesh of my disconcerting situation, He then performed some checks on the system and advised me that calls on my Smart M+ package is calculated on average of R1.90 per Minute I believe he said and that he can see the R500 Airtime is not enough to add up to the 650 + Minutes that I had taken off my number. Rakesh then informed me that he would log an enquiry and also send an email to Christoff and that he would investigate and listen to the calls and give me a call back after 12:00 the following day (Friday the 17/01/2020) with feedback- this was not done either and He never called me back! Friday afternoon I called into the Cancellation department- A consultant then answered my phone call; I then enquired if Rakesh worked in her office- I was told that Rakesh was in a meeting and that he would give me a call back after his meeting. After waiting an hour or two plus- I then called the cancellation department for a second time and I believe the same consultant answered my call and she advised me that Rakesh was still in a meeting. The consultant then promised me that Rakesh will give me a call before 17:00 on Friday. Rakesh never returned my call!

I am very annoyed that I wasted my Thursday and Friday afternoons waiting for the managers to contact me with regards to my complaint. Such volatile behaviour not only claims the rights of consumers, but also basic ethical and moral standards as well. This attitude discredits the head management of the company in the eyes of buyers and is unacceptable. I have been a devoted customer of Vodacom for MANY years. I liked mostly everything about your business, but this problem has made me feel cautious about the quality of managers you employ and staff. It was extremely disheartening that I could not receive the assistance I was politely requesting. I have enclosed copy of my balances from 01.01.2020. I saw yesterday (17/01/2020) that I am being charged for the month of January 2020 for the Smart M+ Package allocation on the 01/01/2020, yet my entire month’s allocation has been taken away and my remaining bundles from December 2019 and the cherry on top Itemised billing VAS service was Activated on my number without my consent and been billed to me between December 2019 to January 2020. Why must I be liable for a service I never requested activation of? I want to be refunded for the Itemised billing for those months mentioned above and I feel strong that I should not have to Pay 1 cent for the month of January subscription for my *** number and that you should refund me a Pro rata amount for the December allocation which you removed off my number too.

I must applaud you on the professional lady at your Cancellation team at Bytes- Phililie who is a Team leader at Bytes; She escalated my complaints about the two managers when I called in this morning after 11:00 on Saturday the 18/01/20 20 and went the extra mile. What an asset she seems to be for the Vodacom Group.

I am mortified, have never experienced such revolting service and been spoken to so unprofessionally in all the years and 10 of thousands of Rands I have spent at Vodacom with my multiple contracts through the years and accessories and items purchased in your stores. I also would like an apology for how I was treated.

Please, take appropriate measures against the manager to avoid such situations. You may discuss this further with me at any time at ***) or feel free to email me at ***. I look forward to hearing from you.

Yours faithfully,

Hamilton Haskins