Penalised for Seeking Help And Following Their Advise: A Vodacom Cancellation Nightmare

I am soooo disappointed with Vodacom! Completely. The agents speak different languages, which not only caused me to decrease my credit score, but also made me pay money for nothing.

I called in July to ask about the process to cancel my home router, as I was going to get married in September and move in with my Husband. I was given a quote, but I mentioned that I could not afford that money as I was preparing for a wedding. I called sooo many times to find a solution, and I did not want to find myself not paying and affecting my credit score. I asked if they could cancel the services, and I can only pay for the router. I asked about a lot of solutions, but none.

Until one of the last agents I spoke to told me that for me to get proper help, I should not pay for the next 3 months or so, and they would be able to help make arrangements to cancel.

In December, I called for Cancellation. The HP Attorneys said I should pay R1547.99, which I did.

Note the word I have been using is "CANCEL". Today, I received an invoice, and I was shocked and called Vodacom. I am finding out that the money I paid was for arrears on something I have not been using since the end of September, because it was blocked as there was no data. And for me to cancel, I have to pay R2429.25. How fair is this? And how did it accumulate to that much when I have not been using it, and you guys have not been loading data? Its been disconnected since the end of September.

I have called months before using my own airtime as the phone network is different to fix the problem and see if we can come up with a solution, as I wanted to be honest with the company, maintain a fair, loyal partnership. I took the advice of the agent not to pay for 3 months. My second traditional wedding was on the 29th of November. In December, I called to pay, only to find out that is for arrears I was never told would accumulate.