Horrible service by Vodacom

I’ve had my contract with Vodacom for the past four years and in the middle of my 3rd year, I noted that my premium went up and when I phoned Vodacom to query this then I was told that it is stated on the terms and conditions that there’d be an annual increase. Then I had no choice but to patiently wait for my contract term to end.

Fast forward to towards the end of the term, I contacted Vodacom to cancel the contract and spoke to a lady who suggested that I downgrade to a cheaper premium, she said I’d pay R169 for a 30GB and I asked about the 50GB that Vodacom was gifting me with for the next 24 months and she said I’d get that as well which brought the days to a total of 80GB that I’d be getting monthly and that was in October already and she advised that in November they would debit the R169 instead of the R380.

Fast forward, November 21st I was debited with R380 which is the premium that I had been paying prior to downgrading my account but because I was swamped I didn’t phone Vodacom and the lady that had assisted me with the “downgrade” had promised that she’d phone to find out if everything went to accord.

She then phoned me on the 1st of December and I advised her that I was debited with the 380 And she checked on her system and advised that she’d send a request and I’d be refunded the difference and I said it was fine, she shouldn’t do that. That she just needed to ensure that I don’t get debited that amount in December and she assured me that I wouldn’t be debited with that amount.

Mid December I received an sms from Vodacom and to my surprise it read that I’d be debited with R380 and I then phoned Vodacom and I explained my story to the call centre agent and he wasn’t hearing me, he kept on talking over me and was totally rude and then out of frustration, I simply told him that he needed to cancel my contract and then he said he had to send me through to that department.

Now a lady answered the call and I’m not certain what the guy told her prior to putting me through there but the lady was also rude. She asked me a few questions and I got them right but the was one question that I did not get right as she wanted a number or something that I didn’t know what she was referring to and she said because I couldn’t answer those questions then she couldn’t help. That was shocking to me and I asked her that how could she not help if I got 3 out of the 4 questions correct and we had an exchange of words and I ended up telling her to just put me through to somebody that would be willing to assist.

She ended up assisting me and she picked up that the request to downgrade was not processed and as if that was not enough, they did not have the promo and I was not going to get The 80GB for 169 meaning the consultant that previously assisted me ****. She explained that if you change the price plan then the 50GB falls away which is something I’ve asked the lady who was supposed to downgrade the account for me.

To cut the long story short, on the 16th of December I received the call from Mandisa and she down played the whole ordeal and she denied that she told me about the 50GB and that I’d be debited R169 in December, I requested her to listen to the recording and she hung up without even saying goodbye.

Later on the 16th, I think it was after 11/12, she phoned again and she advised that she listened to the recording and again she down played the whole thing to which I was not interested in but need the 380 not to be debited and she said she’d assist me with that. Come the 21st, the money was debited after she assured me that it would be.

I then went on their Facebook page and narrated what happened and I was asked to go and send a private text to which I did. Days or so later I believe it was on the 27th of December, I received a calll from Vodacom and this time I was assisted by a sweet lady and she said she will create a ticked and the money will be credited into my account and that it will take 7-14 days for the money to reflect. On the 21st of January 2025, I sent them a DM via Facebook because the money is still not reflecting on my account and they advised that they’ve created a ticket for me for the money to be paid and I asked about the turn around time and this time they are telling me that there’s no time frame meaning I may wait for a week, month or year even to get my money.

Their service is really horrible and what if I needed that money for something urgent because they had no right debiting it??? They need to train their people better because of their consultants knew and understood their pricing then I wouldn’t be in the situation that I’m in. I’m truly disappointed