Pathetic service to a customer of 11 years

Account number: I ********** ATT: All emails below Good Day I sent an email to customer care on the 08/09/2017 requesting to cancel my contract effective 31/10/2017 as I was immigrating to New Zealand. I received the verification email on the 09/09/2017 which I rep**** and received reference number 003S~SCR4 The Consumer Protection Act says the user needs to terminate such contracts in writing as service providers may automatically renew them if the consumer does not do so before the expiry date. 08/09/2017 sent email to customer care requesting contract to be cancelled, received ref no 003s-scr4 12/09/2017 received an email sending me invoices and a statement which I never requested. 12/10/2017 I sent a response to your email and advised that I requested to cancel the contract. 12/10/2017 sent email to ********** 12/11/2017 a MONTH LATER, Vodacom replies to me and advises “HOW” did you request to cancel and I advised as per email on the 08/09/2017. 12/11/2017 I received another email to confirm please contact the accounts department 12/11/2017 I rep**** advising I am in New Zealand and cannot call 12/12/2017 I received an email asking me to email ********** 11/01/2017 sent an email asking for assistance 16/01/2017 advised account in pre legal status and to contact back office 19/01/2017 email sent to **********

I was under the impression (and no one at Vodacom can confirm) that my contract had expired and I was now on a month to month basis with Vodacom. I immigrated to New Zealand and have received bills confirming my account is active whilst there. We Returned to South Africa on the 08/02/2018, I called Vodacom around the 12/02/2018 and explained the situation to them and asked for the outstanding amount so I could pay as my account was now suspended. The agent whom assisted me confirmed I owed an outstanding amount of R1094.98, and I was due or an upgrade as well from December 2017. I paid the amount on the 14/02/2018 and phoned customer care to confirm they had received my payment, to confirm I was now up to date and to unsuspend the line, which they confirmed everything was now 100% and unsuspended my line. On the 28/02/2018 I paid the next instalment due. Today I went into game store to upgrade my contract, to be told that I technically don’t qualify for an upgrade as my points system is only “400” and my account is now in arrears. I was also advised that “Vodacom” has taken it into their own hands to extend my contract to May 2018 when it in actual fact it should have ended on the 12/03/2018 as I now wanted to cancel. On top of this, although I paid up the amount owed to Vodacom, I have not received the airtime for the months that I paid… (October, November, December, January) amounting to R1400 worth. Vodacom cannot confirm with me the following: 1. Date I started with Vodacom? My understanding is 2007 2. Last date I upgraded my account? Under the impression it was 2015 3. Reason why they extended my contract without my permission 4. Where is the airtime of R350 per month for the months I paid up 5. Why EFT gives you a lower score rating than debit order payments 6. Why I was never notified that the uchoose flexi 350 was discontinued I have been a VODACOM customer for 11 years and I am shocked at the service that I have received via the contact centre, woodlands branches and representatives at Game stores. I am very unhappy and disappointed in this and will be taking this further if it is not rectified ASAP Kind Regards, Kate Muller nee Seymour