Dissatisfaction with account department

<p>Vodacom claims that there has been a resolution, however the account remains active inspite of a request to cancel after I have sent various emails to request this.</p> <p> </p> <p>There is no way of contacting Vodacom's account devission to address issues of accounts.</p> <p> </p> <p>There is no way of contacting higher management or any other individuals capable of actioning solutions to problems.</p> <p> </p> <p>A reply stating to contact the accounts department is not a resolution. As stated above it is impossible.</p> <p> </p> <p>Its been 3 months going back and forth with this matter and my account keeps accumulating charges despite my request to freeze my account until a resolution of the matter has been reached.</p> <p> </p> <p>This has been my worst experience with a service provider.</p> <p> </p> <p>I want my recorded conversations requesting the cancellation amount. This will prove that I was mislead and not obliged to pay the ghost account.</p> <p> </p> <p>Can vodacom please contact me to discuss and not just simply say " Feedback was provided"</p> <p> </p> <p>The feedback provided did not resolve the matter.</p> <p> </p> <p>I want to cancel the account from February 2017.</p> <p> </p> <p>Below is all my Hellopeter reviews and replies from Vodacom:</p> <p> </p> <p>"This is the third time i am writing a review in order to get a response from Vodacom, or actually assitance.</p> <p> </p> <p>"I wrote a review on hellopeter as I cant get in touch with someone that can actually help me.</p> <p> </p> <p>Below is my original review:</p> <p> </p> <p>"I have migrated to Cell C on the 24th of January 2017 from one of my Vodacom contracts.</p> <p> </p> <p>I phoned Vodacom prior to the migration to find out what my pre-cancellation fee will be. I was informed that I owe nothing as this is a top up contract.</p> <p> </p> <p>I also asked whether I should do anything after I have ported and I was told that I owe nothing.</p> <p> </p> <p>I therefor understood that I can port and thats that.</p> <p> </p> <p>Vodacom then charged me for that ported nr at the end of February and I then cancelled my debit decuction as I should not pay that amount.</p> <p> </p> <p>I have tried to contact Vodacom at least ten times thereafter where I waited on the phone for at least 20 to 40min listening to the computor and music.</p> <p> </p> <p>Once I did get through to someone and was transferred to someone else when I was cut of and had to go through the 20 to 40min phonecall again.</p> <p> </p> <p>Yesterday 2017-05-23 I finally talked to a consultant in the legal dept and then in the camncellation department who told me that a ghost nr was generated and now my account is at roughly R6000.</p> <p> </p> <p>A dispute was logged yesterday ref nr 1- ********** 1603 where I was told that someone will phone me back within 24 hours and no one did.</p> <p> </p> <p>I simply want to cancel my contract from the period from February 2017 and then I will pay my other two accounts. I feel that I was mislead by Vodacom and that I was not informed to cancel my contract after the port to Cell C. I am not willing to pay that amount.</p> <p> </p> <p>Is there anybody that can assist me."</p> <p> </p> <p>I then received feedback telling I have to contact the accounts department. </p> <p> </p> <p>I then commented on my original review to request assistance as I just cant get through to the accounts department, quoted below:</p> <p> </p> <p>"I have tried to contact the accounts department but cannot get through.</p> <p> </p> <p>Can Vodacom please assist in resolving this issue????"</p> <p> </p> <p>After my comment 8 June, I still have not received any correspondence from Vodacom.</p> <p> </p> <p>I travel alot and do not have a hour a day to sit on a phone to sort out what is not my fault.</p> <p> </p> <p>I was mislead by an *********** consultant who said that I dont have to cancel my accoun t as I my contract was paid off.</p> <p> </p> <p>Vodacom, please note that I WILL NOT pay for any services post February 2017 untill this issue is resolved! All I request is that my migrated nr should be sc****d together the fees from February 2017 for that nr.</p> <p> </p> <p>My other nrs I will pay for the months it was not suspended due to this mistake.</p> <p> </p> <p>I will also not pay any month for which my contract was suspended.</p> <p> </p> <p>You can not charge me for a service not received.</p> <p> </p> <p>Phone me back, and please make sure it is a person and not a computer or someone that can not help me."</p> <p> </p> <p>Vodacom please contact me in order to sort this out.</p> <p> </p> <p>I did receive an email stating: "</p> <p>Dear Charl</p> <p>As per our discussion 30th May 2017.</p> <p>Please be advised that the feedback remains the same.</p> <p>If in the event that a subscriber would port out from Vodacom, one of two things can happen:</p> <p>The account holder can request that the contract should be cancelled immediately (at the time of the port) and the cancellations fees has to be paid accordingly or the account holder can request that the cancellation should take place at the end of the contract term. This would mean that he/she would still be billed (subscription fees and calls until port out date) until the contract is cancelled as per the request.</p> <p>If no such request is received by the Cancellations Division your contract would continue until such time that is instructed to perform such a cancellation.</p> <p>Regards,<br />Rudi-Jo"</p> <p> </p> <p>I have rep**** to this mail three times with no reply: "</p> <p>Dear Rudi-Jo,</p> <p> </p> <p>Thank you for your correspondence.</p> <p> </p> <p>This however does not help at all.</p> <p> </p> <p>I understand what you are saying, however with our discussion you said it is usually the case and that it is a standard clause in the contract. You also said that you cannot help me because the accounts department will have to assist. Why did you phone me then and not the account department.</p> <p> </p> <p>Please note that I am still a Vodacom customer and the service that I am receiving is really not good at all.</p> <p> </p> <p>The point that I am trying to get through to Vodacom is that I wanted to cancel the contract and that I actually did my part in requesting a cancellation fee from Vodacom and I did ask the consultant what should I do if I wanted to port where I was told that I don’t have to do anything as the ********** 601 number is a top-up contract and it is paid off and I didn’t owe a sent.</p> <p> </p> <p>In accordance with the advice from Vodacom received that I don’t have to do anything regarding the cancellation, I didn’t do anything.</p> <p> </p> <p>I hereby request that all my Vodacom accounts to be frozen and no accumulation of fees should continue until this is sorted out.</p> <p> </p> <p>Please cancel the ********** 601 contract from end of February.</p> <p> </p> <p>I truly feel that the payment of the ********** 601 contract from end of February 2017 is unfair and should not be.</p> <p> </p> <p>Nobody from Vodacom phoned or notified me of a ghost account that was created because the contract was not cancelled. I was under the impression that I don’t have to cancel the account in line with a the Vodacom consultant’s advice regarding my cancellation.</p> <p> </p> <p>I repeat, Vodacom said that I don’t have to cancel that account, therefore this should be an issue that Vodacom sort out as a matter of urgency.</p> <p> </p> <p>With all respect, if you cannot help me, please forward this email to someone that can assist.</p> <p> </p> <p>Regards,..."</p> <p><br />Jun 27, 2017<br />17 minutes ago<br />Official business reply:<br />Dear Customer,</p> <p>Thank you for making us aware of your complaint.</p> <p>Kindly be advised that a consultant will make contact with you in due course to assist with your query.</p> <p>***Please note*** Beware of phishing ****s.</p> <p>Vodacom will not contact you via Whatsapp to request your personal details</p> <p>Regards,<br />Vodacom Consumer Website Team</p> <p><br />Jun 27, 2017<br />4 minutes ago<br />Official business reply:<br />Dear Charl </p> <p>Please be advised that feedback has been provided.</p> <p>Regards,</p> <p>RJ</p> <p><br />Jun 27, 2017<br />2 seconds ago<br />Chrlvnnkrk:<br />RJ,</p> <p> </p> <p>I have sent an email requesting some assistense.</p> <p> </p> <p>You blatently ignore my request, I know you have rep****, but you dont see my point.</p> <p> </p> <p>I was told not to do anything.</p> <p> </p> <p>Can Vodacom please contact me to sort this out."</p>