Network Issue Cancellation

<p>I've been in contact with Vodacom Retentions for 3 weeks with no progress beyond "we've logged a query with network" in effecting a network based cancellation.</p> <p> </p> <p>06 Jul (16h56) - Contacted Rententions Call Centre (RCC) to log inital request for cancellation. Told by agent that query logged with Network to give authorisation for cancellation and they'd respond in 48 hours.</p> <p>13 Jul (17h10)- After no feedback, contacted RCC again and requested to speak to supervisor at around 18h15 (as I had commitment at 17h30) for escalation. Told supervisor would call back either at 18h15 or next day [neither happened]</p> <p>19 Jul (11:08)- Called once more and spoke to Emmanuel (agent) made same escalation request. Got informed that he'd escalate it and get back to me the next day</p> <p>21 Jul (13:53 then 14:09) - First agent (Xolile) frustratingly didn't understand my concern and put me on hold but inadvertantly redirected call to general call centre. Nadia (2nd agent) tried to assist but also conceded by eventually escalating to Team Leader (Hipashia .. spelling may be incorrect). Escalation logged but unable to satisfactorly resolve query on same day</p> <p>24 Jul (10h56 & 10h58) - I missed this call which I suspect was either network or the team leader following up.</p> <p>25 Jul (12:57) - Called RCC once more for update and to find out about the missed call. No luck as same process of agent trying to resolve issue ensued</p> <p>26 Jul (13h23) - Called RCC spoke to Thabisa, Kgomotso and eventually, Mpho, team leader. Mpho gave update on his efforts to escalate but unable to assure a same day cancellate (which I've been requesting since 19 Jul due to failed RCC turnaround times)</p> <p> </p> <p>All this is despite the fact that I've I've logged an issue of really poor signal reception in my area with Vodacom on 2 occassions hoping for a solution so as not to resort to contract cancellation. In both instances, Vodacom have acknowledged the issue and indicated that they have no solutions at present (not even an interim solution which I requested on the latter issue log). Now it seems that upon wanting a contract cancellation it is optimal to send out a technician before cancelling as there may be a solution (if so, where has this desire been since Feb?!)</p> <p> </p> <p>This has been the poorest of service for one a Red customer (as apparently that should be you best customer service), network issue resolution and contract cancellation due to poor ability to effectively resolve my query. I'd like an immediate cancellation (at no fee owing to network issues). I'll retain a prepaid package whilst reviewing other cell provider options.</p> <p> </p>