Obstructing request to cancel service

I’ve used Vodacom as mobile service provider for more than 20 years. During that time, I’ve had several bad experiences that I’ve shared on the HelloPeter platform: The past For example, three years ago when Vodacom suspended my Vodamail service because, according to them, I was not using it enough. Then, a chap called Lucian Sans Souci pretended that the service account was reactivated. I could, however, after several attempts, not access my account. When I did eventually gain access, my account was empty: There were no longer any emails. I used Vodamail for serious communications: Bank accounts, SARS, Short term insurance, University alma mater correspondence, etc...

The present Roughly 5 years ago my 2 year contract ended, and from then on the service was extended on a monthly basis - at a cost of roughly R90 pm. In 2020 it was suddenly increased, without warning or explanation, to R125. I decided that this turn of events, plus all the other bad treatments, justify leaving them at last. So, for the past almost 7 weeks, I’ve been trying to end my arrangement with them. This process has turned into the most unpleasant experience I have ever had with a South African company!

1 st attempt: 5 March 2021 I started the process on 5 March, when I was provided a cancellation procedure to follow at the Adderley street (Cape Town) branch of Vodacom. This was effectively five (5) weeks before my contract anniversary date of 14 April, as most arrangements have it that contracts be cancelled at least 1 month prior. I phoned a number and went through a process that was facilitated by voice prompts. I had to choose from options by pressing the # key. This was supposed to end the service. They promised a SMS plus email message once the process had been completed. Nothing happened.

2nd attempt: 11 March I visited the Vodacom Store at the Gardens Centre (Cape Town) and enquired about the previous attempt at stopping the service. A representative phoned Vodacom Head Office and then told me that my service was NOT cancelled and that the process on 5 March was “not valid”. I then requested that the cancellation process be commenced again. I was advised to wait for a SMS and email that would confirm the cancellation. It would take 24 – 48 to complete the process.

Message from Vodacom: 11 March “You will receive an (sic) SMS and Email (sic) with your exact cancellation or conversion date. Until such time, your Vodacom Contract Cancellation is not confirmed”. No firm date was provided. So much for customer service.

Four weeks interregnum I waited for four weeks and then we danced the same tango again. Rinse & Repeat!

3th Attempt: 15 April I again visited the previous Vodacom Store where we followed the same process. The service was not yet cancelled! So, they pretended to start another process and I was again informed that it would take 24 – 48 to complete.

Message from Vodacom: 16 March “You will receive an (sic) SMS and Email (sic) with your exact cancellation or conversion date. Until such time, your Vodacom Contract Cancellation is not confirmed”.

4th Attempt: 19 April @ 09:35: Ben Maduray I phoned the Customer Care Centre, and spoke to a Mr Ben Maduray who told that my service was NOT cancelled. He was very charming and promised to sort it out. He actually had me hold the line while he went to speak to the people at the “Escalation Department”. On returning, he promised that the process was now underway. Again! I was informed that it would take 24 – 48 to complete the process. Nothing happened.

Voice Message on phone Your account will be debited on 3 May with amount of R125! Really? Despite all the attempts to cancel?

5th Attempt: 22 April @ 09:20: Bathabile Now it gets interesting: I again phoned the Customer Care Centre, and spoke to a certain Bathabile, who, as usual, said that my service was NOT cancelled. I once again informed her that I want it to CANCELLED, and shared my previous experiences and frustrations. Then a strange thing happened: She promptly started to try to sell new services to me. “There are three options I can offer you”: 1. Same airtime and data for less money. 2. More airtime and data for less money 3. Much more airtime and data for a little more money.

She did this at least three times, despite my pleas that she stop doing so. In fact, I told her that it was totally disrespectful to try to sell new services whilst I have made it patently clear that I wanted to stop all contact with Vodacom. (Talk about counter-productive strategies! The more she tried the “hard sell”, the more I was determined to quit Vodacom. So what did they gain?) She undertook to send the cancellation application to “The Escalation Department” and “I was informed that it would take 24 – 48 to complete the process.”

SMS Message on phone Your account will be debited on 3 May with amount of R125!!! Still they do not relent. Despite all the attempts to cancel?

Since then, nothing has happened. I am effectively being prevented from quitting a terrible relationship (akin to a marriage?). Is this even legal? Preventing a user to stop using a service? The South African Consumer Protection Act, No 68 of 2008, allows us to walk away from unsatisfactory service, return defective products, etc. Kind regards, Gargantua.