Pathetic Service from Vodacom call Centre

I am at my wits end with regards to my issues with Vodacom and simply don’t know which way to turn to anymore, please read my email and try and understand where my frustrations are coming from. I have been a Vodacom customer for many years but am totally disgusted at the service I'm receiving. I have various contracts with Vodacom and spend an average of R1300 per month on my contracts. In the beginning of July 2020 i started contacting Vodacom Cancellations ‪***‬ to enquire when I could cancel my Ex Husbands cellphone contract which was due for cancellation (....... ‬). They advised that I should phone towards the end of July as it was too early to cancel.

20/07/2020 – Phoned cancellations, spoke to Wilson who did the necessary and advised that come the 1st August, the no would become a pay as you go no and would not receive airtime.

11/08/2020 – Phoned cancellations, spoke to Given, told him that ‪the cancelled no had received airtime on the 01 August, and my account had been debited for this contract. He advised that Vodacom would get back to me in 24 hours and I would receive an sms. They apparently needed to go over the call recording to see what was discussed.

20/08/2020 – Phoned cancellations, think I spoke to a Kyle, explained my situation,he agreed that my contract was supposed to be cancelled in July, and assured me that Vodacom would sort it out, I then asked to speak to a Team Leader, I think the ladies name was Lebo, she assisted me and said that they would definitely cancel the contract at the end of August and that I would get re-imbursed for the error, told me that if the deduction goes off again, I must please contact her and she will sort it out for me. Once again I got told that Vodacom would get back to me, and I would receive an sms.

27/08/2020 – Phoned cancellations, asking for Lebo, they said they would get Lebo to phone me back. Phoned back later the afternoon, and left a message for Lebo again.

01/09/2020 – Phoned cancellations, asked for Lebo, they said she was busy, I insisted on speaking to her, they said that they spoke to her directly and she will definitely phone me back. My account was debited again for the full amount of the contract and airtime was received again.

02/09/2020 – Phoned cancellations again, asking why im not getting feedback, cant remember what I had been told, by now I was really losing my patience.

03/09/2020 – Phoned cancellations again, cant remember what was discussed.

04/09/2020 – Phoned cancellations, spoke to Yvonne – Ref ‪....... , explained my entire situation to Yvonne, she ensured me that the cancellation would take place immediately and that the airtime and data that was allocated to this number would be forfeited with immediate affect and that I would be re-imbursed for August and September debit orders as Vodacom was supposed to cancel this contract in July already, and had neglected to do so. She said that I would have to wait between 7 and 10 days for my refund.

14/09/2020 – Phoned Vodacom spoke to Keditsa, explained the situation and requested info on my refund, which she then said she picked up that there was a query on my account as the refund amount was showing as R30 which is not correct, so they were disputing it, said I would get feedback withing 7 to 14 days.

01/10/2020 – Phoned cancellations, spoke to Shamaya, tried explaining my entire situation to her, of which she was more interested in upgrading one of my other contracts, told me im such a loyal customer, and because of all my uphill ive been having with Vodacom, they want to show me how much they value me as a customer, and they would reduce my contract by quite a substantial amount. We went through the whole process of upgrading my number , after which I insisted on sorting out my original query. She listened to my situation and told me twice that she was going directly to her Manager to discuss my problem, and that she would get back to me. Asked me to rate her service in the meantime, I then did this and then got cut off.

Phoned back and spoke to a gentleman (neglected to get his name) Said that he cant put me through to Shamaya but that he would escalate my call, I told him that Shamaya had already done this, but he could not see that this was done. I asked him what my debit order amount would be this month, as I wanted to see if I was going to get debited incorrectly again, and he said that he was not in the correct department to give me this information, and that someone would get back to me within 24 and 48 hours. I asked to go through to the department that could assist me and tell me when I would receive my refund. He put me through to Vodacom Credit control, I got cut off as the voice prompt said that I am not in arrears, and they could not help me.

Phoned back and spoke to Shailen, explained my entire situation to him and he seemed a little confused. Was trying to offer me different upgrade deals, that would save me money every month, I lost my temper with him as he was simply not understanding what my request was. He said he would escalate my call and I would get feedback within 24 hours. I told him that he was the 3rd person to escalate my call. 07/10/2020 - phoned and spoke to Mpo at customer care who indicated that none of my service requests had been logged by any of the people I had spoken to. She did a service request for me. I then received a sms stating that had been done. She advised that I would not get a refund for August as they debit our accounts for the month passed. But I would be legible for a refund for September and October. I would have to wait 7 to 10 working days. 08/10/2020 - received an sms saying the service request has been closed. Phoned cancellations who told me I have to phone customer care to assist me Have tried numerous times today and told they are experiencing high call volumes and couldn't take my call.

As I sit here and type this email, I am utterly dumbfounded as to why my simple request in July has not been carried out?

I have spoken to so many different people on so many different occasions and not one person has been able to resolve my query. Not one person has phoned me back, and I have not received 1 sms !!!! I am seriously frustrated at this disgraceful customer service that I have received, it feels to me that Vodacom is very quick to upgrade you and sell you new products, but when it comes to solving a query or cancelling a contract, its a never ending story.

I am honestly not the type of person to take matters like this to these extremes, but where does one draw the line? How many more calls do I have to make until this gets sorted out.

As I have been told by various Vodacom consultants, I am a loyal customer to Vodacom, I have never faulted with any of my payments, yet this is the service I am receiving, is this fair?

And then here is the best part, an hour ago my debit order went off, and guess what I have been debited for this contract for the 3rd time in error, yet, I was promised that it was cancelled with immediate affect on the 04/09/2020, yes the airtime was taken back, and no airtime was received today the 01/10/2020 as the simcard is a pay as you go, yet I have been charged AGAIN !!!

I AM HONESTLY FED UP, AND DONT KNOW WHICH WAY TO TURN ANYMORE