Lack of Customer Service

It is with great frustration that I am writing this complaint, but I need to address my complete and utter dissatisfaction with the levels of service I have received with regards to one of my data products - I have not included the number, but the reference number below should enable you to respond.

I received a call from a Vodacom consultant in early December 2018 asking if I wanted to upgrade the contract on this number as I could get a cheaper monthly subscription and more data. I advised the consultant that I didn't think this contract was going to be needed any longer and said I would check and call back.

On 12 December I phoned Vodacom cancellations and spoke to a consultant and requested that the contract be cancelled as it was no longer required. In my telecon with her, she confirmed that this had been done and the last month I would be billed for was for December 2018.

When I received my January statement on 9 January I noticed that I was still being charged for this device/contract and called Vodacom Cancellations to query it. The consultant I spoke to said that they would have to listen to the recording of the call from 12 December and that she would elevate the query and a team leader would call back within 48 hours.

On the 14 January I had still had no call back from a team leader and called Vodacom Cancellations once again and spoke to another consultant who gave me a Ref No.: ********** 40. After another lengthy discussion he said there was nothing he was able to do, but that he would again escalate it and a team leader would get back to me. I had requested to speak to a team leader, but was told they were unavailable. Having already been assured previously that a team leader would contact me, I expressed my concerns as to whether this would actually happen.

Today, 23 January, I again phone Vodacom Cancellations and spoke to a consultant. I asked her to put me through to a Team Leader as, having already been through this same exercise on two previous occasions, was well aware that she would be unable to help me. She responded saying that the Team Leader did not want to speak to me and that there was no record of my conversation on 12 December.

I find this service totally unacceptable and rude. The least a team leader could do was have the courtesy to take my call or call me back as I had been assured would happen, but then to bluntly refuse to speak to me when I have a valid query which clearly the consultants are not empowered to handle! When I pressed her on the matter to find out who I could take this further with, she suggested I contact accounts and then after further discussion said I should lodge a complaint to this email address. She did also say she would escalate it again, but based on my previous experience I am doubtful as to whether anything will come of it.

It would appear that due to the incorrect information being given to me on 12 December (Vodacom's incompetence) and failure for the follow-ups to be made by team leaders, I am now no better off than I was when I started this process in 12 December. These levels of incompetency and complete lack of customer service are just not acceptable! To date I have wasted close on 1 1/2 hours of my valuable time on hold or discussions with various consultants about this matter!

Further to the above I was advised by the consultant to send an email to ********** I attempted to send an email on 23 January only to receive a notification to say the email was not deliverable as the address is not recognised. Further attempts to locate an email address on your website were to no avail and according to a note on the site Vodacom has temporarily stopped email enquiries on the email enquiries option.

I then logged a request for a call back on 23 Jan and received notification saying I would receive a call from a call centre within 24 hours and have had no such response.

When I called again today to check the email address in case I had made an error I was informed that ********** is the correct address and that if that was not working I should try hellopeter.

Surely you must have some Customer Service Department that is able to assist customers!