Frustrating Experience – Still Paying for a Service I Can’t Use

I took out a 2-year internet contract with Vodacom about a year ago. Around 8 months ago, I moved to a new city and began experiencing serious issues with the internet connection — it simply hasn’t lived up to the quality I’m paying for.

After visiting a Vodacom store multiple times and logging a service request in early August, I was eventually informed that the issue was on Vodacom’s side. Vodacom acknowledged this and offered to cancel my contract without any cancellation fees and to refund me from the date I logged the issue.

I was told that a courier would collect the device from my home, and that the cancellation would be finalized within 2 weeks, along with the credit being issued. It’s now been over 3 weeks, and despite numerous follow-up calls and assurances that “someone will contact me in 2 business days,” I’ve received zero feedback or action. Even the local store is unable to assist or escalate the matter effectively.

I’ve contacted support so many times that I know the pre-call questions by heart — and even recognize some of the staff by name. Every time, the same empty promise is repeated, and every time, I’m left with no progress.

At this point, I am still being charged for a service I cannot use, with no resolution in sight.

All I want is for Vodacom to do what they promised: Cancel the contract and issue the credit owed to me.

This experience has been extremely frustrating and disappointing.