Most Pathetic Service Ever! Vodacom not valuing their customers

Dear Vodacom

“Without prejudice of rights”

I am yet again at this point of laying another complaint against you for not adhering to what has been promised and agreed upon. Number in question: ********** , here are the facts:

1. On 12 July 2018, I contacted the cancellations department to request a premature cancellation and the settlement for one of my contract numbers, being ********** , the consultant Thabiso assisted me with my request and provided me with the necessary documentation to be completed. I subsequently e-mailed ********** on the same day being 12 July 2018 with the clear instructions to: “cancel my contract with Vodacom with cellular number: ********** . The other number ********** (MyGig 5 Promo@R259 24M Top-up) still remains in full force”. I provided Vodacom with all the documentation required – Invoice_Quote_1-1ESF-2164_1- ********** ********** – Signed, Proof of payment of settlement in the amount of R 8,520.64, Identity Document (as well as the marriage certificate). On 26 July 2018, I contacted Vodacom to enquire about the reference number I should use to make payment for the other number, still being active to my understanding, and was informed that both numbers have been cancelled. Despite my instructions to Vodacom, Vodacom proceeded to cancel the other number WITHOUT MY CONSENT with data still on my account.

2. On 10 October 2018 at 11h15, after receiving a statement from Vodacom failed to have rectified the account as undertook in July 2018. My account seemed to be in credit with -R 8,520.64, I again phoned Vodacom and communicated on Facebook. Your reference numbers: 1- ********** ********** , 1- ********** ********** . On 11 October 2018 at 21h35 I spoke to a consultant was unaware of what transpired as no notes where place on the account to make future consultants aware of your wrongdoing. According to what he saw on the account it seemed that Vodacom tried to cover their tracks of what they did wrong and reactivated the line without indicating that it was wrongful deactivation and that the account was already active since 2018 and not 2019. They charged me an additional amount of R21 however when I took out the promotion in 2018 the consultant specifically said that I will only pay R200.00 for the entire duration of the contract. It seems I have to record everything as Vodacom now all of a sudden seems to take out of two mouths.

I reiterate Vodacom undertook to fix the problem and come back to me. Till date hereof you have failed to do so. I reserve my rights to make any payments towards my account until and when this situation has been resolved correctly. I am fed up to phone in every time and speak to consultants who is not aware of the situation and cannot be able to assist with resolving this matter properly. Every time someone promise me they will phone me back and yet again you have proven to not keep to your word. You have been providing me with the most pathetic service ever and this after I have been a loyal customer since 2007. Is this the type of company values you strive to and offer your clients? You offer them one thing and after a period of time you go back on your word and do the opposite. I do not deserve this type of service and even more so you have been prejudicing me and time after time you fail to adhere to your part of the agreement and getting away with it.

It seems you do not value your clients as if you did you would make a point of it to resolve this matter.