Poor and pathetic service

I regret posting this complaint however, I am totally appalled by the service that I have received from Vodacom. I have been a customer with you for around 20 years and I have had numerous products and contracts but it is really sad that my loyalty is not appreciated.

I called your Call Centre on 18 August 2017 to advise that I have been charged a fee for Vodacom Live from March 2017 and I was not aware of this charge. I have never even went on this website or ordered anything from there. The lady (Nonkuleku) advised that she will transfer me to the Back Office for further assistance. I then spoke to a lady by the name of Nkadimeng who logged the query for me and advised that I should receive feedback in about 4-5 weeks. It has been now close to two months and I did not receive any feedback.

This morning, after being transferred from one agent to another without any assistance, I was told that there is no refund due as Vodacom does not accept responsibility. The lady advised that an SMS with feedback was sent to me on 19 August 2017 advising on the outcome. I have just checked my phone and cannot see the said feedback. In addition, no follow up call or email was sent to enquire if I was satisfied with the outcome. Is this the way that Vodacom treats their loyal and devoted clients. I pay +-R1600 to Vodacom every month and feel that this should come with a certain level client centric service.

I am totally disappointed in the manner which my query has been handled. I work in a client services environment and know that this is not the service I am paying for. I have two other contracts on my name and they were due for upgrade on April and May 2017 respectively. I am so glad that I held off from upgrading this as I will be cancelling these. My primary phone number ( ********** ) is due for upgrade in December and I will not be doing this again through Vodacom again but will be cancelling this and migrating to your competitors. You are more than welcome to check how long I have had this number with you to see if I am just blowing smoke or if what I am saying is true.

I shudder to think how many times this has happened without me knowing as I seldom check my statements and I trust that the amount I am being billed is the correct amount however, with the above transpired events, I makes question the relationship and loyalty Vodacom has with me.

Please can you cancel the ********** 898 data contract with immediate effect. In addition, can you please change the number ********** to a prepaid number as I will not be upgrading this number. Also, please provide me with a contract cancellation fee for my primary number ( ********** ) as I would like to cancel this as well.