PS
Phumzile S
1 reviews | Active since Sept 2012
20 Mar 2025, 14:32
Navigating Contract Challenges with Vodacom: A Struggle for Resolution
I currently have a month-to-month data contract with Vodacom, but my experience trying to cancel it has been frustrating. Initially, my 24-month contract was supposed to end, and I moved to a month-to-month contract in June 2024, which was confirmed by Vodacom. I was assured I could cancel anytime.
In December, I was offered another deal and upgraded my package. I confirmed that cancellation would still be possible anytime. However, two months later, when I attempted to cancel, I was told the contract was no longer month-to-month.
After requesting a review of the December call recording, Vodacom acknowledged their mistake and reverted me back to the June plan. Despite explaining that I wanted to cancel entirely, Vodacom said they'd review the June recording and let me know.
It's now been three weeks since my follow-up, and I still haven't received any updates. Meanwhile, I'm obligated to pay monthly fees to protect my credit score, despite wanting to resolve this matter. Attempts to get help have led to pressure to take on another offer, which I can't afford.
I hope my experience helps others and that Vodacom can address issues like mine more efficiently.
Helpful (0)
Replies (6)0
Replies (6)
Vodacom's replyOfficial
20 Mar 2025, 14:56Dear Customer,
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
Vodacom's reply20 Mar 2025, 14:56
Official
Dear Customer,
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
PS
Phumzile S's updateReviewer Update
25 Mar 2025, 08:48Hi, just to flag that I still have not received the call.
PS
Phumzile S's update25 Mar 2025, 08:48
Reviewer Update
Hi, just to flag that I still have not received the call.
PS
Phumzile S's updateReviewer Update
26 Mar 2025, 10:28Hi,
In our last call, I was informed that if it's confirmed the consultant incorrectly stated the package was month-to-month, the 20GB package would be canceled. I was also told to continue paying to maintain my credit score.
I asked about refunds and was told you'd credit my account via the Voda app, rather than a cash refund. However, from the latest update below, it seems like refunds may not be forthcoming, and there's an expectation for further payments. This is unfair, as I've been paying for a package I don’t need, solely to protect my credit score.
Can we find a resolution to this?
Hi Phumzile SkosanaWe have received your request to convert *** to pre-paid. It has been logged and will take effect on 2025-03-26 09:35:03. Please note that any outstanding usage costs will be billed in the next month's billing cycle.We recommend you use any remaining minutes and data before this date as it will be lost during conversion to prepaid.For any queries, please call Cancellations on ***.Kind regardsVodacom
In our last call, I was informed that if it's confirmed the consultant incorrectly stated the package was month-to-month, the 20GB package would be canceled. I was also told to continue paying to maintain my credit score.
I asked about refunds and was told you'd credit my account via the Voda app, rather than a cash refund. However, from the latest update below, it seems like refunds may not be forthcoming, and there's an expectation for further payments. This is unfair, as I've been paying for a package I don’t need, solely to protect my credit score.
Can we find a resolution to this?
Hi Phumzile SkosanaWe have received your request to convert *** to pre-paid. It has been logged and will take effect on 2025-03-26 09:35:03. Please note that any outstanding usage costs will be billed in the next month's billing cycle.We recommend you use any remaining minutes and data before this date as it will be lost during conversion to prepaid.For any queries, please call Cancellations on ***.Kind regardsVodacom
PS
Phumzile S's update26 Mar 2025, 10:28
Reviewer Update
Hi,
In our last call, I was informed that if it's confirmed the consultant incorrectly stated the package was month-to-month, the 20GB package would be canceled. I was also told to continue paying to maintain my credit score.
I asked about refunds and was told you'd credit my account via the Voda app, rather than a cash refund. However, from the latest update below, it seems like refunds may not be forthcoming, and there's an expectation for further payments. This is unfair, as I've been paying for a package I don’t need, solely to protect my credit score.
Can we find a resolution to this?
Hi Phumzile SkosanaWe have received your request to convert *** to pre-paid. It has been logged and will take effect on 2025-03-26 09:35:03. Please note that any outstanding usage costs will be billed in the next month's billing cycle.We recommend you use any remaining minutes and data before this date as it will be lost during conversion to prepaid.For any queries, please call Cancellations on ***.Kind regardsVodacom
In our last call, I was informed that if it's confirmed the consultant incorrectly stated the package was month-to-month, the 20GB package would be canceled. I was also told to continue paying to maintain my credit score.
I asked about refunds and was told you'd credit my account via the Voda app, rather than a cash refund. However, from the latest update below, it seems like refunds may not be forthcoming, and there's an expectation for further payments. This is unfair, as I've been paying for a package I don’t need, solely to protect my credit score.
Can we find a resolution to this?
Hi Phumzile SkosanaWe have received your request to convert *** to pre-paid. It has been logged and will take effect on 2025-03-26 09:35:03. Please note that any outstanding usage costs will be billed in the next month's billing cycle.We recommend you use any remaining minutes and data before this date as it will be lost during conversion to prepaid.For any queries, please call Cancellations on ***.Kind regardsVodacom
PS
Phumzile S's updateReviewer Update
26 Jun 2025, 10:31I still haven't received the refund. I've followed up multiple times, and during my last inquiry, I was told the money would be deposited into my account. However, as of today, no refund has been issued. I've given up on this matter.
PS
Phumzile S's update26 Jun 2025, 10:31
Reviewer Update
I still haven't received the refund. I've followed up multiple times, and during my last inquiry, I was told the money would be deposited into my account. However, as of today, no refund has been issued. I've given up on this matter.
PS
Phumzile S's updateReviewer Update
27 Jun 2025, 01:47That was never communicated to me. Can you please provide a statement showing how the outstanding amount came about? I was never informed about this. I was told to make the payment to protect my credit score and that I would be refunded once the investigation was complete. The investigation was conplete and it confirmed that your consultants **** to me on more than one occasion to make those sales. Now it turns out I owe you? I’m honestly very confused.
PS
Phumzile S's update27 Jun 2025, 01:47
Reviewer Update
That was never communicated to me. Can you please provide a statement showing how the outstanding amount came about? I was never informed about this. I was told to make the payment to protect my credit score and that I would be refunded once the investigation was complete. The investigation was conplete and it confirmed that your consultants **** to me on more than one occasion to make those sales. Now it turns out I owe you? I’m honestly very confused.
PS
Phumzile S's updateReviewer Update
27 Jun 2025, 10:36I’ve seen the statement, and it’s already been established that the amount you’re claiming I owe was incurred because the contract wasn’t cancelled when I initially requested it. This delay was due to your team needing time to investigate. The investigation confirmed that the product was misrepresented to me, and that the fault lay with your team. Is it really fair for me to carry the costs caused by your team’s lack of transparency and ethical conduct, which ultimately delayed the cancellation?
PS
Phumzile S's update27 Jun 2025, 10:36
Reviewer Update
I’ve seen the statement, and it’s already been established that the amount you’re claiming I owe was incurred because the contract wasn’t cancelled when I initially requested it. This delay was due to your team needing time to investigate. The investigation confirmed that the product was misrepresented to me, and that the fault lay with your team. Is it really fair for me to carry the costs caused by your team’s lack of transparency and ethical conduct, which ultimately delayed the cancellation?