Negligence from Vodacom personnel

We had a Vodacom Wifi contract that expired in, I think, May 2021, but due to previous service problems experienced with Vodacom, we decided not to continue with the wifi facility.

During Sep 2020, we noticed that Vodacom deducted incorrect amounts from my bank account and we contacted their Helpdesk. They adjusted the amount, but instead of deducting R336 per month, they deducted R585,98. I contacted the helpdesk and point the incorrect amount out and I also indicated to the lady that we would not like to continue with the wifi facility when it expires. She indicated that she will modify the amount to R336 per month but will also take the additional amounts deducted in consideration to avoid over deduction. I requested her to indicate on the system that we will not continue with the contract and she indicated that she will sms the request number. I never received the request number. In January 2021 I contacted the helpdesk again and I asked the lady to indicate on the system that we will not continue with the contract. I think the lady I spoke to, was Lindiwe. She indicated that she updated the system as she could not find the previous request to stop the contract. We also went to the Vodacom office in Kimberley and they indicated to us that we should be very careful with the Helpdesk, because they never do what they tell the people. They advised us to contact the Bloemfontein and Pretoria and both offices indicated it’s one of the biggest shortcomings at their “head office”. They also mentioned that several people phoned the support numbers, but calls were not logged by head office.

Vodacom kept on deducting R585,98 until February 2021 and I realised they have deducted more than they should have deducted. Up to February 2021, they deducted R2929.90 instead of only R2688 (calculated until end of May 2021). I then decided to reverse the R585,98. I contacted the helpdesk and spoke to Ntabiseng. She also indicated that nobody made a note that we will not continue with the contract and promised that she will indicate it like that. She also indicated that she would deduct the remaining amount of R344,08 from my account and promised that no further amounts will be deducted. Unfortunately, no request number has been provided to me. During April 2021 I again contacted the helpdesk and requested them to provide the account number to me so that I could pay the outstanding R344,08 as it was never deducted by them. The lady indicated that she will sms the account information to me. I also requested her to ensure the contact will not continue after the expiry date because we are experiencing far too many challenges with Vodacom. Somebody contacted us in June 2021 and indicated that I should make a payment as the new contract started. I mentioned to the lady we have contacted the Helpdesk since January 2021 and requested them to cancel the contract. I also gave the names of the people that I have spoken to, and she indicated that she will take it up with them and ensure that the contract will be terminated.

It's now March 2022 and we still receive calls from Vodacom requesting us to pay for the new contract. They even call us at 21:00 in the evenings. At each occasion I mentioned to them that I now have a Vox contract as we have cancelled the Vodacom contract due to major problems from Vodacom. Since January 2022 we decided to ignore their calls, but receiving about 8 calls per day, is now ridiculous.

Due to the fact that Vodacom did not cancel the contract as requested by us and gross negligence on their side and daily calls from them, I have decided to take it up with Hellopeter to assists us to solve this matter. The fact that no calls were logged by Vodacom personnel, is a major problem that should be attended to by Vodacom. They record all the calls and can therefore go back to see who assisted us and who did not do what they were supposed to do.