Disgusting and appauling service from Vodacom and their Retentions/ Cancellations Dept

<p> I am absolutely appalled by the lack of service we received from Vodacom the last month. We tried to cancel Didi's mom, Mrs IM Neethling's Vodacom contract, who is 80 years old. We were advised by the Brooklyn branch in Pretoria exactly what to do. We followed their instructions to the T and send an email with all the supporting documents to ********** on 9 July at 09h14. We sent the signed and completed premature cancellation quotation, proof of payment and copy of her ID to this email address. The promises the lady made on the phone from their *********** retentions dept. was this it would automatically be cancelled within 48 hours after receiving the document and seeing that we have ticked the box - to say we would like to retain the number on pre-paid, this will automatically happen. Boy-oh- boy, after numerous telephone calls to their ********** number on numerous days the last month. they still can’t sort it out. We visited their shop at the Grove Mall yesterday and although the staff were friendly there, they also had no luck with their useless retention Dept. and they got hung up as well. Then I take Mrs IM Neethling again to the Menlyn shop today, the 2nd of August and again not even the Menlyn branch can sort it out. Now every time you phone this number, you must go again through the verification process with some clueless individual that doesn’t understand that Mrs Neethling is 80 years old and cannot hear properly and after doing this for about twelve times, on different occasions, she probably ages an extra ten years. I must say, Lindy was very helpful but even she could not get the correct help from their Retentions Department and I could see that she is also getting annoyed. Now if you take the time it takes, bearing in mind that I am supposed to be in bed, sick, have to go and collect Mrs Neethling from her house, drive to Menlyn to sort things out and in the end it is STILL not sorted out. How can it be so difficult to just cancel a **** contract? I am sure I can give it to my little niece who is 9 years old that would be able to handle it. When you ask for the Manager at Retentions Department/ asked to be put through to a Team Leader or Supervisor, you get absolutely no response, you get put through to another call centre and then eventually the phone goes dead after half an hour and then you just give up. It's almost like an enigma. I then spoke to the Assistant Manager, Idris to try and help in Menlyn, he took my details and all the copies of the documents to see if he can help, but I am not hopeful. It’s now the 2nd of August and needless to say, NOTHING has happened since the 9th of July. I find this disturbing and shocking and although my family and I and a lot of my friends are with Vodacom, I will not re-new my contract with them and will tell the whole world how useless their services are. When asked about who is in charge of the Retention Dept. and where they are allocated, nobody can tell me. This is the worst service ever in my life. I am not even hopeful that they would take the time to even answer this complaint. </p> <p> </p>