Disgusting service

I have been a loyal Vodacom customer for over 12 years, have often spoken of the excellent service I have received and claimed I would never change my service provider, however my experience over the past 3 weeks has completely changed my mind.

I recently opened my Vodacom invoice as I was planning on taking out an additional cellphone contract and found a R233 charge to my account which I wasn't sure what its for. After querying it through their customer care email and nobody getting back to me, I phoned in where it came to light this was for a data contract. Upon further investigation I found that I requested this be cancelled in 2018 - have still been paying for it (R200+ per month) and have never used the service since. As can be seen on my account, I have purchased thousands worth of data in the meantime (which is why I hardly ever check my invoice as I always use the Vodacom app), had numerous queries and not once did anyone make mention of or question why the data is being paid for and not used.

After logging a query for this I was told by Nkosinathi Mseleku at around 10am on 17 June 2022 that he has NOW cancelled the subscription and that he has loaded a service request for a refund, they would phone me back within 5 days. By the following week I had still not received any feedback so I called in again. I spoke to a lady who informed me that there was nothing loaded on the system and she has now loaded the request, they would call me back. By the end of the following week (30 06 2022) I had still not heard anything so I called in once again. I was told again that they would escalate the matter so I requested to speak to the manager. After waiting on the line for how long, the manager Nomtandazo then asked me when I called in to cancel it as I would have to call them.... this is FOUR YEARS AGO, how the hell am I supposed to recall that? I have emails where I was in communication with the retention department, clearly indicating I want it cancelled. I do not have time to call in every few days and wait on the line for how long. I also prefer communicating via email as I then have proof. She said that she would escalate the matter and call me back the same day. Its now 4 days later and still haven't been called. So I called in again this morning, spoke to another Nkosi only to get the same answer, escalating and she will call me back - I am still waiting for Nomtandazo's call.

This is completely disgusting service. I have purchased an additional R9000 worth of data in this time period, while I have paid R10500 for a service not used and no one bats an eye. Luckily I only have a few months left on this account, after which I intend to change my service provider if this is how loyal customers are treated. No one gives a damn.

Also, your customer care email is completely useless.