Non Existent Customer Service and Zero Resolution Ability

Literally the worst service received in the history of services being rendered.

Let me start off by saying I have been a customer of Vodacom from 2002, which is 15 years, and in these 15 years, I have never missed a payment to Vodacom, so you would think that Vodacom would want to keep these types of clients.

I have been battling with Vodacom this whole month already to try and sort out their own error. Either the calls get cut after being on hold for an hour or the service consultants cannot assist at all.

At the beginning of October 2017, Vodacom was experiencing a system error, which ended up in payments received from customers not being allocated to the respective accounts and therefore the system showing the accounts as being in arrears even though the account had been paid in full. This prevented me from purchasing data bundles and therefore had to use out of bundle data. Not because I didn't want to buy data bundles and not because of the fact that I didn't make Vodacom aware of this issue, but simply because Vodacom could not rectify the issue on their side. This persisted for a week and eventually got corrected.

Due to the lack of service I have received from Vodacom I now want to cancel my contract which has already run for 24 months. Now Vodacom sends me a cancellation quote and says that my contract only expires in 2 months’ time and that I will still have to pay 75% of the outstanding contract value as well as the out of bundle data usage which occurred solely due to Vodacom’s error.

I would like Vodacom to resolve this issue as soon as possible and cancel my contract as soon as possible without ridiculous penalty fees and charging me for usage that was caused by themselves. Seems like a solid business model. Cause an error and then bill your customers exorbitant out of bundle fees due to the error you caused yourself.

Ridiculous and Unacceptable from one of the biggest companies in South Africa, who only seem to be focusing on new business instead of training there staff properly to be able to assist loyal customers.