Disgusted in Vodacom service! I want my refund processed immediately.

I am absolutely fuming with the service, or lack thereof, from Vodacom!! I have been a loyal customer of yours for well over 10 years but make no mistake, I will be porting out as soon as my query is resolved!

I cancelled my contract on time and with sufficient notice in September, however surprise surprise, someone internally actually cancelled my request for cancellation and so my contract rolled over to the following month - I saw this cancellation with my own eyes as I went into a Vodacom store on the 31st October to double check just in case (this was the day my line was meant to be changed over). I was promised that I would not be charged for the usage and that no monies would be deducted from my account after my bill which was paid around the 28 October, but once again Vodacom failed to keep to their word. Please see below the series of events and every single person I've spoken to:

1. I called Vodacom and spoke to Portia on the 26.09.2018 @ 17h00 to cancel my contact - I was advised that I’d be put onto prepaid effective 01.11.2018. I was also told I would not be charged/billed again after my October bill and payment - I repeated this several times and all was confirmed. * My contract was not cancelled and on their system it shows that someone cancelled my request and therefore I remained on Postpaid. 2. I called Vodacom and spoke to Dean on 02.11.2018 @ 15h25 due to my contract not being cancelled as requested and therefore my contract rolled over to November. Dean advised me that he could not process the cancellation on his side (in Customer Care) but that he would escalate to Cancellations to terminate. He also advised me that all costs/charges would be written off and I would not be billed further - I confirmed that this statement meant that my last bill paid in October was the last and he agreed. ** My contract was then terminated on the 05.11.2018 3. I called Vodacom and spoke to Kateko, who then transferred me to Cancellations where I spoke to Anete on 05.11.2018 @ 11h39 - I wanted confirmation that the contract was indeed terminated. Anete advised me that all was processed and that a bill would automatically be generated but that I would not be charged from my account for it . 4. As usual, Vodacom does not keep to their word and I was charged R1055, 54 on 28.11.2018 despite being told I would not be charged again as it was not at fault that my cancellation was not processed as requested, on time. 5. I called Vodacom and spoke to Sibulele, who then transferred me to Cancellations again where I spoke to Selwyn on 29.11.2018 @ 11h12. Selweyn told me that my query would be escalated to Backoffice to contact me within 24-48 hours to process a refund. 6. Over 48 hours later, I still had not received a call and so I called Vodacom again and spoke to Tholakele on the 04.12.2018 @ 15h25 – she promised a called back as system was down at the time. Tholakele did call back as promised at 16h53 and said that no call was logged from Cancellations to action my query with Backoffice (as Selwyn said he would do on the 29.11.2018). Tholakele then transferred me to Cancellations where I was in the queue for over 4 minutes when the call dropped. **I have tried calling the Cancellations line directly, but the system recognizes my number as Prepaid and doesn’t put my through, it simply drops the line. 7. I called Vodacom AGAIN on the 05.12.2018 @ 11h10 and spoke to Thandeka who put me through to Cancellations immediately, as I asked (I was not going to explain my entire story for the umpteenth time). I was transferred through Siyabonga – he was obnoxious and said that Cancellations do not process such requests as their functions are in their name, “Cancellations”. I was irate and said that I was tired of being pushed from pillar to post as Customer Care tells me that the Cancellations dept. must handle and escalate this query (which if Selwyn had done as he promised, I wouldn’t have to call and chase up so much), but now Siyabonga tells me that he cannot assist me and that he cannot even access my account because I am Prepaid??!! So what the hell has EVERYONE ELSE been doing??!!!! I told him that I wanted to speak to his supervisor as he clearly could not handle me or my query and he put me through to a queue where the call cut because my number is recognized as a Prepaid number!!!!

This is absolutely ridiculous!!! You were so quick to take my money, even though numerous consultants promised otherwise, and yet it is near impossible for me to get my money back!!

The only consultant that was helpful and stuck to her word was Tholakele, whom I spoke to on the 04.12.2018. Siyabonga and Selwyn were the worst by far and should be held accountable for their lack of interest or care. If they don want to help customers, then why the hell are they sitting there taking calls??! To **** people off even more - that is especially what Siyabonga did.

I want my money back and I will be taking this further should my query and refund not be processed.

Vodacom - you have lost your touch and you treat customers like they are simply a number to you. Any one of your competitors can do a better job, and I will most definitely be making a network change. I know I'm one complaining customer which doesn't even make a dent in your pocket, but I've had it with your appalling service.