NO VODACOM - NO!!!!!! Good luck getting Help from Customer Support!!!!!!!!!!!!!

Vodacom has handed us over, even though accounts were paid up to date, numerous requests to have the contract cancelled. Every time we had to remind Vodacom, they cannot send us a bill for the account which has been cancelled, they informed us, due to the contract not being cancelled - and error on their side, which they admitted, we had to pay the amounts in arrears. We did this, over and over and over again. A whole year later, and we still receive bills AND we were handed over. The money we are requested to pay and be settle is for an account Vodacom’s staff was too *********** to understand and follow through on an instruction to cancel the contract. All was paid up to date, including the last month which was required to cancel the contract.

We have received 2 letters of demand when we have clearly settled this amount.

Yet they kept sending us a bill, we kept calling to REMIND them we requested a cancelation. This was done repeatedly, paid/settled repeatedly! Every single time. Every single time we had settle an amount which was incorrect, had they just cancelled.

They kept sending us letters (emails) to prove the account(s) were settled and cancelled.

Now I see, a WHOLE YEAR LATER, and it is still not cancelled. Now you want money again!

We are supposed to be in a credit with Vodacom for all the months we kept paying even though it was confirmed the contract is cancelled. They confirmed it is cancelled. Yet the bill continued. We kept paying.

WHAT DO WE NEED TO DO???????!!!!!!!!!!!!!

After a long struggle, they have “confirmed” they cancelled the contract. However, they have also cancelled 0*****’3345 along with the initially requested number to be cancelled, 0*****’6904.

The account, N***-1 will be credited, all the way back to March; My initial request to cancel 08*****’6904 was on the 13th of January, therefore February was still due. However, considering we were continually billed thereafter, March through to October (even though I called again in July), they confirmed we will be credited accordingly.

I spoke to Lucia Makhosane from the Accounts/Billing department – I tried this route instead of contacting cancelations, as the account was in “arrears”. Of course, this should have not been the case as our request to cancel the contract in January was confirmed by referring to emails and SMSs received, as well as the Call Recordings.

According to their records, the cancelations were unsuccessful due to the account being in arrears at the time – which they also confirmed is nonsense and false.

Lucia Makhosane assisted me as she confirmed my requests for cancelations and therefore, she contacted the cancelations department on our behalf and remained on the line, as per my request, to confirm the cancelation(s) are done successfully. She made sure that Yonela, the lady from Cancelations, cancelled the contract(s). Albeit very helpful and empathetic, Yonela got confused. She cancelled both contracts.

I understand this was not the initial request, however, considering we have attempted the cancelation four (4) times now, since January, let’s appreciate this matter as it is.

CALL INFORMATION:

Date: 20 October 2023 Time: 10h23 to 11h56 – Yes, I was on the phone for over an hour.

VC Attendants: 1. Accounts/Billing Department LUCIA MAKHOSANE

2. Cancelations Department Yonela

Ref Numbers: 1. 0*****’3345 ***2. 0*****’6904 *** I HAVE OVER EMAILS confirming all the above. And we still are being told our account is in arrears, and we have been handed over.

Is all of this worth joining Vodacom? NO!!!!!! NOT EVEN FOR A MERE DATA SIM - which these were.

Absolutely PATHETIC!!!

Except for LUCIA MAKHOSANE - She truly went out of her way to help me, yet she and I were both unsuccessful as it seems. She remained on the line for the whole process and experienced how tragic the process was for VC customers. She herself had to call VC cancelations twice as the called got cut in the middle of me trying to explain what is going on - for the umpteenth time.

I do not know what else to do.