Cancellation Nightmare

I contacted Vodacom Cancellations on the 29th of November 2019 to cancel my modem (Data) line effective 30 November 2019. I was provided with a quotation number *** and an order number ***. I repeatedly asked whether the cancellation would be effective 30 November 2019 and I was informed that it would and that I would not be charged for December.

In December I noticed on my Vodacom App that the data line was still active. I then proceeded to phone Vodacom Cancellations once again on the 6th of December 2019 to enquire about the line. I was then informed that the my initial request to cancel was terminated and as a result the line was not cancelled as I requested on the 29th of November 2019. I was then informed that the new consultant, Angela, would cancel the data line once again and flag it for further consideration by her superiors so that they could listen to the recording of my call on the 29th of November 2019. I, once again, received a quotation and order number via SMS. Angela promised to contact me within a few days.

Needless to say I never heard from Angela since that call on the 6th of December 2019. I proceeded to call once again on the 23rd of December 2019 to follow up and I was then shifted from pillar to post. I was told by the Cancellation consultant to speak to Accounts as the query was flagged on the system and accounts was required to make a decision. I spoke to Accounts who then said that they cannot do anything and I must speak to Cancellations, in particular, Angela. I told them that Angela has never called me back and they said they would inform her to contact me. Needless to say I have still heard nothing from Angela.

I was then informed that the Consultant who processed the cancellation on the 29th of November 2019 failed to confirm it within 24 hours and therefore the request for cancellation was terminated.

In effect, I have been billed for an extra month of subscription due to the failure and negligence (or intentional) conduct of the cancellation consultant on 29 November 2019. This is absolutely appalling.

I view this behaviour as being ********** on the part of Vodacom as I did everything required to cancel the line and the failure of one of their staff has resulted in me having to pay Vodacom for an extra month that they are not entitled to as I had expressly cancelled the line and it was confirmed to me on the 29th of November 2019 that it would be effective as of 30 November 2019.

I expect a refund of the December payment that was debited from my account as well as clarity as to the status of the flagging done by Angela on 6 December 2019. Everyone I spoke to merely passes the buck to another department and they provide no assistance whatsoever and no inclination of wanting to actually help out a customer. It was as if I was in the wrong and a burden to them to be calling to clarify the status of my account.

I have been a Vodacom customer for many years yet the customer service I experienced was shocking and the failure to process my request as confirmed has caused me financial prejudice.