CANCELLATION NIGHTMARE

I have had the worst experience with Vodacom.

October 2017 I cancelled my existing cell phone and tablet contract (basically all of my contracts with Vodacom) due to the Vodacom network being too poor in my area, I paid the cell phone cancellation fee to keep the device and chose to send the tablet back in order to not pay the fee. The lady I spoke to at the cancellation department confirmed this and stated they (Vodacom) will arrange for couriers (RAM)to come and pick up the device. The cancellation was arranged and done, or so I thought. Please note, this was handled all by their cancellation department. I was never offered the option to take the tablet to a branch.

The device was picked up in November2017. In January 2018 I noticed an odd debit order from Vodacom going off on my account, as I do not have any contracts with Vodacom the first thing my brain said was "*****". I stopped the debit order and contacted the Vodacom call centre to find out what was going on, they stated that the cancellation was not processed properly. Okay, fine, this happens. I was advised this will be rectified immediately and will be refunded the amount (at that time it was around R300).

Now, because I blocked the debit order with my bank, the debit order bounced after they didn't rectify the mistake. I continued to receive invoices that went into my Junk folder, I was surprised with a final letter of demand (please note, I HAVE NOT RECEIVED PREVIOUS DEMAND LETTERS).

On this final letter of demand, they requested I pay for the tablet device as well as a stupid amount of R 100. As previously mentioned the tablet was collected by RAM, who they arranged with. After numerous headaches and phone calls (resulting in almost R 800 worth of airtime loss as I am not a Vodacom customer anymore), they finally found the root of the problem. Somebody *********** in their processing department messed up and they NEVER received the tablet. I was told it is MY responsibility to make sure THEIR couriers deliver the device to THEM.I wondered what happened there? *********** Vodacom staff members or a RAM courier scoring a tablet. I didn't even get a waybill with the tracking number on. I even went to Cresta branch to help me understand what is going on, I was advised there it is in processing.

After all of these calls I was told my ticket has been logged and it will be attended to. Clearly not, as this morning I received a letter from their Debt Collection agency demanding an amount of R 6053.66. Every single time I phone to get this sorted out I hear " your ticket has been logged and it will be attended to".

I did my half of the cancellation process. I paid the amount to keep the cellphone, the tablet was collected and it is out of my hands. I am being harassed for the past 6 months over an amount I am not liable for. They are drastically affecting my credit score. Someone in their processing department messed up the cancellation.

Enough if enough, this needs to be handled within Vodacom.