********** billing

Last year (2017) December I called the Vodacom retentions department to cancel my cell phone contract which end in Feb 2018. Upon the cancelation process, I was given a "so called" better deal to remain with Vodacom. The retention agent by the name of "Mandisa" offered me a deal which was actually running alongside the deals which Vodacom had on the Vodacom website and advised me that I will be paying R699 monthly, for 24 months on the deal. I accepted the deal , but upon my phone (Samsung S8+) being delivered and had no wireless charger like the deals on the Website which cost the same price as the deal the agent offered me. I then called the agent and informed her that the phone does not have a wireless charger, and she blatantly told me that they do not keep accessories and I must go to the store and buy a Wireless charger if I want one. I then decided to cancel the contract again and advised her to get RAM to pick up the phone from my work place. Mandisa called me 2 days later to advise me that she can not get a hold of RAM to pick up the phone, and she offered me more Data per month on the phone, and I accepted the deal. When my Data was loaded on the 1st of Jan 2018, it was not the Data she had promised will be loaded on to my contract. Once again I advised that I want the contract to be ended as I was being given misleading information and asked to speak to her supervisor by the name of Andries. Andries also gave me a better deal and decided to add more data per month on the contract and I would still pay R699 per month for 24 months to retain me as Vodacom customer. Within a week of speaking to Andries I received my Vodacom invoice with the amount of R1149 that I was owing instead of R699. I then called Andries and advised him of what has been happening with my contract and that I was no longer interested in the contract. Andries then advised me that I was now paying for 2 devices and that the agent (Mandisa) did not remove the old device. Andries then promised me that he will remove the old device and I would pay R699 on the day of my billing date, which is the 1st of every month. I then received another invoice in Jan still stating that I owe R1149 to be paid on the 1st of Feb 2018. Upon receiving the second invoice, I have been calling Vodacom for 4 weeks almost every second day looking for Andries and no matter what time of the day I call, the agents put me on hold for about 20mins and I get told that Andries is on lunch and he will call me back after an hour. 2 hours will pass without a word from Andries and I would call again, and when I call the second time, I get put on hold again for about 20 mins and suddenly the agent will say Andries is on leave, this happened for 4 weeks. A weeks ago I called again and got a hold of Andries who advised me that he never received my massages to call him back. He then proceeded to log a call (1-C3GAZHR9) to have R499 reversed into my bank account. After 2 hours of him login the call it was closed and the resolution was that my bill is R1149 and I must pay it. I called Andries and he advised that he will get it fixed. I have once again been trying to get a hold of Andries every "working day" from the 7th of Feb 2018 and I keep getting the same story that he is on lunch, then he is on leave, his lunch and leave takes place on the same day, every time I call. I called again yesterday (2 Feb 2018) and I was informed that he is on lunch, then he is on leave. I then proceeded to cancel my contract again due to misleading information and incorrect billing and empty promises. The agent who I spoke to told me that I was liable to pay penalties on my contract, I asked her what penalties as my contracts end on the 28 Feb 2018 and she could not answer, instead she logged a call (1- ********** ********** ) and told me someone will call me back.

I have all the recordings where Andries has promised to fix the issue on my contract, which he has not even attempted to resolve, instead I get more problems in regards to this contract.

Vodacom retention staff are *********** and have no product knowledge yet they are assigned with the task to retain customers by giving us false information and eluding us when problems arise.

This contract has been an inconvenience to me and I want it cancelled with immediate effect.