CONTRACT CANCELLATION NIGHTMARE

Good day,

1. I have been with Vodacom for 4 years now and have had nothing but poor experiences with them. 2. Two years back I was contacted by an agent to notify me that I was due for an upgrade. I told the consultant that I DID NOT WANT to upgrade. I DO NOT NEED A NEW DEVICE and that I will be in contact should this change. 3. She reassured me that this is completely fine, however, she could change my package – instead of more airtime and less data, it would be the other way around, but the amount due was to be the same. I agreed to this. Before hanging up, I stressed out once more that I did not need an upgrade or new phone. 4. My phone packed up and I thought okay, I can go for an upgrade now. Turns out the consultant treated the change in my package as an upgrade - infuriating. 5. I was now bound to a contract for a further two years and got told that in order to be released from the “contract”, I would need to pay up until the end of two years without receiving any airtime or data. Extremely upsetting and misleading. 6. Fast forward to 2020 and I could not wait to be rid of Vodacom once more. I qualified for an upgrade in July 2020. 7. I called the centre and discovered that of their own accord, they decided to put me on a month-to-month package as I could see the debit still coming off my account. 8. The consultant apologized and let me know I have one final small instalment due, and my account would be closed thereafter. 9. The debit continued to come off my account, but I was none the wiser as I thought it was the final instalment due above. 10. Turns out the consultant upgraded me ONCE AGAIN. At this point, I am fuming. 11. I spoke to a manager and he assured me that this would be escalated, and the upgrade would be reversed. 12. I expressed my need to be converted to prepaid after my final payment was made, and he assured me that this would be the case. This would then give me the opportunity to port my number to a different network provider. 13. I received a SMS notifying me that the upgrade was successfully reversed. 14. However, upon further investigation, I discovered that I was STILL on a month-to-month. Only difference is that my debit order was removed from my account, and now get told that my account is in arrears and in order to close my “account”, I would need to settle it first. 15. Every single time I call Vodacom, I am reassured that what I have requested would be actioned, but a month or two down the line, I discover that NOTHING has been recorded on their system. 16. This is extremely frustrating and messing up my credit score. 17. I have no issues settling my “account”, but have a HUGE issue settling something I DID NOT AGREE to. 18. I have never in my life experienced such pathetic service from a network provider.