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elisabethdv E

1 reviews | Active since Aug 2017

08 Dec 2017, 10:52

CANNOT CANCEL A VODACOM CONTRACT AFTER CONTRACT ENDED WITH NO RECORD OF PREVIOUS REQUESTS FOR CANCELLATION

I have had a contract with Vodacom since 2009 which expired in 2011 of which services I have not used. The monthly debit orders continued. I have phone previously (think it was early October- they cannot provide me with record of the calls) requesting cancellation. The cancellation department could not assist and promised to call me back to assist with cancellation. No call received yet.

Also called 08:29 today (call lasted 15mins4secs) and the cancellation department could not assist. The consultant promised someone will call back within 15 minutes. Still no call.

My biggest concern though, they could not provide me with records of previous phone calls to the cancellations department or call centre. There is no customer care email for customers to have proof of cancellation requests. Is this even legal? Seems like this is a case of hiding evidence.

I have been a Vodacom customer for the past 10 years, but it appears that they are hiding evidence by not having an email address for customer care or cancellations.

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Replies (3)
Vodacom
Vodacom's reply08 Dec 2017, 11:15
Official

Dear Customer,

Thank you for making us aware of your complaint.

Kindly be advised that a consultant will make contact with you in due course to assist with your query.

***Please note*** Beware of phishing ****s.

Vodacom will not contact you via Whatsapp to request your personal details.

Regards,
Vodacom Consumer Website Team

Vodacom
Vodacom's reply08 Dec 2017, 14:08
Official

Good day,

As per our telephonic discussion, this query has been resolved. Please accept our apologies for any inconvenience caused.

You may review your rating on the Hellopeter website.

Regards,
RM

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elisabethdv E's update08 Dec 2017, 14:24
Reviewer Update
Thank you Renzo for your call, understanding the situation and for providing me with an email address. Renzo also assured me that I will be refunded for the debit orders since my first cancellation request. I am satisfied with how Vodacom responded to my personal situation after lodging the complaint. I am however going to leave my rating as is, because most current and future customers do not have a Vodacom customer care or cancellation email address to use. I.e. the email address is not provided on customer statements, customer invoices or on Vodacom's website. This makes it easy for Vodacom to hide evidence. For me, this remains to be an ethical issue.