Hassle to Cancel a Fibre line which have not been installed.

In December 2020 we ordered Fibre from Vodacom. We received an LTE router to utilise for the interim as Metrofibre was still in the process of getting the infrastructure ready. The Vodacom promotion campaign clearly stated that you can cancel the service with no financial implications or hassles if the line had not yet been activated.

In May 2021, we cancelled the Fibre service with Vodacom and received a confirmation from Thozama (a Vodacom representative) with a service request number of SR*** on 8 June that the cancellation had been processed. A worthy mention is that no installation had been done at this stage.

We've app**** for Fibre with a different service provider and was advised that Vodacom hasn't released the line. We've contacted Vodacom NUMEROUS times to get this sorted but each call just gets escalated to someone else via email who never replies to the request.

Calls were placed on: - 05 Aug 2021 at 11h28 duration 19m10s - 13 Aug 2021 at 10h15 duration 19m49s - 19 Aug 2021 at 12h55 duration 23m18s

None of the above proved to be fruitful and an escalation email was sent to the relevant party. With each call I requested the representative servicing my request to provide me with their email address so that I can follow up with them directly, but with no avail, none of them went through the trouble of responding to my emails.

With the last call to Vodacom I was advised that the person in charge to release the line is a Yolanda and an email and a Skype message was sent to her to attend to my request. As at 20 Aug 2021 (12h00) no response had been received in this matter.

I would like my line release by Vodacom.

Just a note to those who are interested in getting Vodacom as a service provider, be ready to get escalated and escalated and escalated and escalated and escalated if you have a problem.

Final note, we were also provided with another service request number for the same matter, SR***.

If you track our Sales Order in the Vodacom website, it states: Your Order is Connected Thank you for placing your fibre order with Vodacom. Your services have been installed and activated.

And there is currently no fibre at our premises. VODACOM RELEASE MY LINE PLEASE.