Impossible Correction of Error Made by Vodacom

<p>I have had an extremely frustrating experience with Vodacom and out of desperation am writing this review.</p> <p> </p> <p>Vodacom made an error by cancelling an airtime plan that I had on account incorrectly and now twenty days later I have still not been able to get them to reactivate the plan. The branches will not assist and advise me to contact the call centre. The call centre will not take my calls anymore as they advise I have used up my quota and must call on the second day of next month. </p> <p> </p> <p>There are no email address contact details available and I have contacted the cancellations number, legal number , customer services number etc numerous time telephonically and unfortunately no one has been able to assist. Now they refuse my calls.</p> <p> </p> <p>I have been a Vodacom customer for at least sixteen years on the same airtime plan with the same number on a month to month basis without any default in payment. I like the airtime plan that I had until the last day of February 2017 and do not upgrade every two years like other customers which is perhaps the reason they refuse to assist. I am a loyal paying customer and believe it is unfair that they should not assist. The more modern packages that are aviailable do not suite my needs so I have never had a need to change plan.</p> <p> </p> <p>Due to an error by Vodacom this airtime plan was cancelled / terminated on the last day of February 2017. If Vodacom had not made the error, I would still have the same airtime plan in place on my account. I have tried telephonically to ask Vodacom to assist to correct the error and reactivate this plan on the same numberon a month to month basis as was in place on the day they made the error. This has completely failed.</p> <p> </p> <p>On my account, I had two separate month to month arrangements:</p> <p> </p> <p>Airtime Subs- Everyday Off-Peak 120 plan (for my phone)<br />5GB Data plan (for my computer)<br /> </p> <p>I no longer require the 5GB Data plan and during early February 2017, I contacted Vodacom telephonically (as there does not seem to be email addresses that can be used) and asked that the 5GB Data plan (for my computer) is cancelled/terminated. I went to great lengths to explain that I wanted the 5GB Data plan cancelled and was advised that it was understood and would be cancelled at the end of February 2017. They also asked why I wanted to cancel the 5GB Data plan and I explained that my husband has a 10GB plan which is sufficient for our requirements.</p> <p> </p> <p>On the last day of February 2017, to my surprise, I found that my Airtime Subs- Everyday Off-Peak 120 plan (my phone) and not the 5GB Data plan (for my computer) was cancelled. I could not make calls or do anything with my phone except call 111. </p> <p> </p> <p>I contacted Vodacom immediately telephonically and was advised that the Airtime Subs- Everyday Off-Peak 120 plan (my phone arrangement) had been cancelled/terminated and the 5GB Data plan (for my computer) was still active. I explained that this was an error and that it needed to be reversed. After spending hours on the phone, I was advised that it would take five business days to correct and given a reference number ********** ********** 7. I was advised that a request to reactivate the arrangement relating to my phone was logged and that the 5GB Data plan will be cancelled/terminated. I have found subsequently that reference numbers have no value whatsoever as when you provide the number on the next call they advise that it does not assist.</p> <p> </p> <p>I waited patiently for five business days but still the plan was not reactivated on my account. </p> <p> </p> <p>I tried going into a branch and they advised that they cannot assist and I must contact cancellations. I contacted cancellation who advised I must speak to legal. I contacted legal who referred me back to cancellations. I tried this a couple of time and keep getting referred back to other departments. I was also advised on a number of occasions that the request will be logged for reactivation but alas to date I am still waiting. </p> <p> </p> <p>During the various conversations that I had, I was advised that an account is only referred to legal if there is an outstanding payment. I have for sixteen years made payment by debit order at the end of each month and when I received my monthly account it indicated an amount of R 240.61 was due by the end of March 2017 and that my account will be debited at month end ( the standing debit order arrangement). Assuming this may be the issue and the reason that no one would reactivate the plan and as a last desperate attempt to try resolve this matter which has wasted many hours of my time, I paid the amount of R 240.61 and sent proof of payment to Vodacom with a request for reactivation.</p> <p> </p> <p>During this time, I did manage to activate pay-as-you-go on my old number so I could still make calls, receive calls etc. </p> <p> </p> <p>Then the other day suddenly nothing would work again on my phone so I turned it off then on again. What I found is that Vodacom had changed me to a UChoose Flexi 150 plan without even contacting me and advising me that they are doing so. UChoose Flexi 150 plan is in effect the same as pay-as-you go for me so adds no value. I do not want this plan.</p> <p> </p> <p>I want the airtime plan on my number as was in place prior to their incorrect cancellation on the 28 February 2017. If Vodacom had not cancelled the wrong arrangement on my account, then I would still be on the same plan with no issues. Because of Vodacom's error I now have an airtime plan in respect of my phone number that does not suite me at all. The branches will not help me (I went to a branch today) and I am unable to call the call centre number (tried again today).</p> <p> </p> <p>I have been a loyal customer of Vodacom for many years always paying on time without any reason to complain. Vodacom made an error on my account and will not assist to correct it.</p> <p> </p>