Lackadaisical Service. ********* Charges.

I entered into a contract with Vodacom in June 2017 that expired in June 2019... only, it didn't. In late 2018, I received a call from Vodacom asking me if I would like to change my contract plan. I was told that it would be a migration as the plan I was on made no sense in relation to how I used my contract, which was more data focused rather than smses or free minutes. They subsequently offered me something more viable. I accepted as it in no way affected my payments nor contract term.

However, when I went in to pay my final installment and the subsequent cancellation fee on the above mentioned date in 2019, a consultant at Vodacom Brooklyn (named Peter) told me that I could not do so as my contact only expired in 2021 August and that I had apparently given permission for them (the Vodacom telephone consultant) to renew my contractual agreement. I never gave any consent for that and have only ever agreed to the migration offered. I was then held liable for payments on a contract I tried to close but was told that this wasn't an option based on incorrect information on their system stating I still had 2 years to pay!!! The consultant I refer to made me stand at the door and wrote me a note with the dates I mention, affirming that I had yet to pay and the manner in which I was treated, not even being offered a proper consultation, nor the time of day to properly hear or research my complaint when I disagreed with the contract extension, further shooing me out the door, has left me with a bitter taste in my mouth. My girlfriend who was with me on this day can attest to the above.

Going in last week for a printout of my account from Vodacom, another consultant named Hlengiwe at Vodacom Brooklyn, notified me of the correct state of my contract. She then requested to change the term to the correct date in June 2019. Having consultant that is not only competent but great at doing her job, resulted in the correct date being reflected.

We (Hlengiwe and I) then proceeded to call the Vodacom center somewhere between 16:15 and 16:30 last week Thursday for assistance. In relation to the amount. They bounced us back and forth between operators, none being able to direct me correctly and offer me assistance. I was then, at 16:50, asked to stay on the line with what was now the 3rd consultant who forwarded me back to 'accounts' and then left me on the line yet again. The consultant on the other end of the line, promptly dropped the call. This happened after being on the line for around 13 minutes and the drop happened after 17:00 which meant that I could not call back but would only be able to seek further help the following day, where Hlengiwe would unfortunately, not be at work.

As explained to both Peter and Hlengiwe, I was without a job for about a 2 month and a bit before going in to Vodacom and was having issues paying my amounts leading up to this final payment. That considered, it was the obvious decision to try and settle any outstanding debt, including my Vodacom account so that it wouldn't cause me trouble given my unfortunate financial position. Unfortunately, due to poor, uninformed service by Peter, that is exactly what happened and I am now expected to pay a stupendous amount in excess of R3 200! For a contract I tried to close! A payment that I am presently challenging, let's hope Vodacom head office cares more about their customer than some of the consultants at their stores do. Especially given the fact that I have been on their network for the past 14 years.

More importantly - given the fact that, had Peter done his job correctly, I would have been able to make my final payments, would have closed my account and would not have been in the situation I am in now, one that is the fault of Vodacom, for an amount I should not have to pay!