Lack of service

I called the Vodacom call center to cancel my one contract on the date I was previously advised to do so (a month before the contract end date of 05/11/2017). The gentleman that assisted advised that he will do the necessary and that the contract will end 05/11/2017. Upon enquiring about the bill & when the prorata will be due, the gentleman informed me that I will only pay 5 days worth of data/minutes at the end of November & that I will not be paying any more than that. This I accepted as such and opened a contract with a different service provider to start on 05/11/2017.

When I queried the status of my cancellation shortly thereafter, and before the monthly bill is due to be paid, I was told that Vodacom does not cancel contracts half way through the month and that the full amount is due at the end of November. CONTRARY TO WHAT WAS CONFIRMED DURING MY INITAL CANCELLATION CALL. The gentleman that assisted promised to log the query with their back office staff, after sensing frustration from my side, and will call me back to confirm outcome. This never happened & I subsequently called back to enquire progress, only to discover that the query was never logged.

After insisting, I was referred to a team leader who promised to make " take ownership of the issue and sort it out for me". Needless to say two weeks later, and quite a number of follow ups from me (no formal feedback from Vodacom), the problem is not resolved.

The last correspondence was that the call cannot be traced (conveniently), and that the technical team is working on it to help resolve this issue.

I must admit, I have threatened to withhold payment this month, but decided against it as I would then be in breach of contract.

To date, no formal e-mail of apology or confirmation that the query is enjoying urgent attention was received from Vodacom.

I challenge Vodacom to come up with a amicable solution here, and not just a standard, scripted reply that everyone gets as this is not a standard query.