Not treating customers fairly due to my cancellation

I'm really appalled at how one of your vodacom after sales consultants called Refilwe treated me on the 9th of February 2019. This lady she was really not bothered about my query. Let me explain.

I told her that I have already called vodacom twice to cancel the 10 Gig data bundle contracts for the two phones I have with vodacom. It is over ten days since I have made such a cancellation. I was informed by vodacom that I will receive an sms confirming the cancellation but to no avail. I'm still within my cooling off period. I told her that I received an invoice yesterday which was inclusive of the charge for the two 10 Gig data bundle contracts.

In her response, she told me that the cancellation has been lodged under my name and they are still busy with it. My problem is that if the cancellation has been lodged already and they are aware of it, why is it that my statement is inclusive of the contracts that I have cancelled? She then told me that it is because the contract was in my name that is why the statement included the charge for the two 10 Gig data bundle contracts. Imagine, such a lousy response from Refilwe after I have initially made the cancellation over ten days prior to today's call. Her response felt like a response coming from a grade four learner.

What got me hot under the collar is that she put me on hold as if I did not matter without a warning. This proves to me that she did not care about my query as she cancelled the call by putting me on hold. I called again and she picked up the phone again. I asked her to repeat her name as I did not get her name properly. When she heard it was me who was calling again, she put the phone on hold again. Again, this was her tactic of cancelling the call for a second time. Treating customers fairly is clearly something she does not practice.

When I called for the third time, a gentleman called Godfrey confirmed that it was Refilwe that was talking to me. I told him that Refilwe was very disrespectful as she did not care about my unhappiness regarding my cancellation of the two 10 Gig data bundles contracts.

I have been using vodacom ever since God knows when. I have been on a contractual basis with vodacom since 2015 and I have never missed a payment with them as I'am a loyal customer.

If vodacom is going to continue to employ people like Refilwe, it is really going to lose costumers through operational risk, especially with the on going "please call me" litigation. You can even listen to the conversations that I had with Refilwe. I called her for the first time at 12:40 and for the second time at 12:44.

I trust that my cancellation will be resolved this month before the debit order date of the 25th. In addition, I trust that Refilwe will be dealt with accordingly by the vodacom superiors. If I do not get the confirmation that the contract was cancelled and not provided with a new invoice before the 25th of this month, I'm going to default on all my payments and will make sure that vodacom gets nothing from me until this matter is resolved.