Complaint

To Whom it may Concern

I have been a customer of Vodacom’s for many years and have not really had many issues in the past however this problem is annoying me and has upset me tremendously.

Recently I received a call from Vodacom to upgrade my daughters contract which a duly accepted. I was told on the call that I had 14 days to cancel the said upgrade.

The new contract was accepted by me on the 11/8/2022 and the new phone was delivered on the 12/8/2022.

I had second thoughts on the contract and called Vodacom on the 15/8/2022 to cancel the upgrade. The new devise was and still not been removed from the packaging. During my call to cancel I was told that the courier company would be in touch to collect the phone. This never happened. I called Vodacom again on the 15/8/2022 to follow up on the collection of the device and was told that there was a delay in the courier companies collection service but that they would still call. This never happened. I called again on the 17/8/2022 only to be told the same thing but I mustn’t worry as the couriers would be in touch. This once again never happened.

On the 31/8/2022 I called again and spoke with Henry to check on cancellation and collection of the devise as the new contract was due to start on the 1/9/2022. Henry advised me once again that the courier company would still contact me and that if the new contract started the new charges would be reversed once the devise was collected. I even volunteered to deliver the devise to one of the Vodacom stores but Henry told me that I mustn’t and that the devise must be collected and returned. The courier company have still not contacted me and I still have the devise unopened and now I’m being charged for it.

I have called again today 14/9/2022 and spoken to Rose and she has given the same feedback which is unacceptable. The background noise on this call was load music and people laughing and shouting at one another giving the impression that Vodacom enjoy partying and not working.

Another item of complaint is that Vodacom flooded me with SMS’s to let me know the progress of the new contract and gave Ref no’s for all of that so I could track my new delivery but do not send anything to track the cancellation and subsequent follow up calls. Vodacom are not keeping to their legal obligation for the 14 days cancellation period.

I will cc this complaint to the ombudsman and lodge a complaint with ICASA as well as Hello Peter.

A Very Disgruntled Customer

Terence Crowhurst