Disgusting & disappointed

I am writing to formally express my extreme dissatisfaction with the way my Vodacom contract upgrade and the subsequent handling of my complaint have been dealt with over the past five to six months.

At this point, I no longer want to negotiate a different plan, change the monthly amount, or continue as a Vodacom customer. I simply want my contract cancelled and my account closed without being charged a cancellation or early termination fee for a situation that resulted from Vodacom's own errors.

To explain why I have reached this point, I believe it is important to outline what I have been dealing with over the past several months.

I initially agreed to what was explained to me as a short extension of only a few months. I later discovered that my contract had actually been extended by 24 months, and that my monthly cost had increased to almost double what I had been told. I was informed that my monthly payment would be approximately R250, yet I was subsequently charged approximately R500 per month.

A service fee was also added to my account without being properly explained or agreed to. I also discovered that a tablet had been included in the agreement without my full understanding or informed consent. The tablet was never opened and remained sealed in its original packaging.

After numerous complaints and attempts to resolve the issue, I was eventually told that the upgrade could be reversed if I returned the tablet. I did exactly what I was asked to do and returned the tablet. I have proof that it was sent back.

I was then contacted by Vodacom approximately a month and a half ago and was told that the problem had been sorted out and that Vodacom was simply finalising the billing. I was told that someone would contact me to discuss what plan I wanted and what contract period should apply.

I never received that follow-up.

After waiting and hearing nothing, I contacted Vodacom myself last week to find out what was happening. I was then told that everything was now "okay", that Vodacom had received the tablet, and that I would only be paying approximately R320 per month.

At this point, after months of dealing with this matter, I had completely lost confidence in Vodacom. Even though R320 was still not the approximately R250 I was originally told I would be paying, I no longer wanted to negotiate another plan or continue with the contract.

I therefore decided that I simply wanted to cancel my contract and leave Vodacom altogether.

However, when I contacted Vodacom to cancel, I was given completely contradictory information.

The consultant I spoke to told me that Vodacom had not received the tablet and that I was still liable for a substantial monthly amount relating to the tablet.

This is despite the fact that:

- I returned the tablet as instructed. - I have proof that it was sent back. - I was previously told by Vodacom that the tablet had been received. - I was specifically told only last week that everything was "okay" and that the tablet had been received. - I was told that the only remaining issue was finalising the billing.

How is it possible for Vodacom to tell me one week that the tablet has been received and that everything is "okay", and then tell me the following week that the tablet was never received?

How can the information on Vodacom's system apparently change depending on which consultant I speak to?

This is the part that is particularly frustrating. I am now essentially back where I was months ago.

For the past five to six months I have made repeated calls, lodged complaints, followed up on promises, returned the tablet as instructed, visited a Vodacom store and repeatedly attempted to get someone to take responsibility for resolving this matter.

I have been told that the upgrade would be reversed.

I have been told that the tablet was received.

I have been told that the problem was sorted out.

I have been told that the billing was being finalised.

I have been told that someone would contact me.

I have been told that paperwork would be submitted.

And yet, when I finally decided that I no longer wanted anything from Vodacom other than cancellation of my contract, I was once again told that the tablet had not been received and that I was still responsible for the charges.

I have also previously been assured that cancellation or reversal paperwork would be submitted and that I would receive confirmation by SMS and email. No such confirmation was ever received. When I subsequently followed up, I was informed that no paperwork had actually been submitted.

I have even visited a Vodacom store in person in an attempt to resolve the matter, only to be told that they could not assist me and that everything had to be dealt with telephonically.

This has resulted in months of being passed between consultants, receiving contradictory information and being repeatedly assured that the matter would be resolved, only to discover that nothing had actually been done.

I have acted in good faith throughout this entire process. I returned the tablet unopened when requested and have proof that I did so. I have repeatedly contacted Vodacom to try to resolve the situation rather than simply ignoring it.

I should not now be financially penalised because Vodacom's own systems, consultants and internal processes have failed to resolve the matter.

What I am requesting

At this point, I am not requesting another plan, another upgrade, or another billing arrangement.

I no longer wish to remain a Vodacom customer.