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Hardie K

1 reviews | Active since Feb 2017

11 Apr 2022, 09:39

POOR Service to cancel devices prematurely (7 weeks and still not done correctly)

I have send an email to the early cancellations team with proof of payment to prematurely cancel 2 devices on the 22nd of February 2022. After 7 weeks Vodacom have still not cancelled my devices and using the credit now to deduct the monthly premiums????

I raised the issue last month when I received the March 2022 statements, and I was promised that this will be sorted out. The March premium and now seemingly the April 2022 payments are going through with my deposits I made wrt the cancellation of the hand sets.

When calling them again this morning, they are unable to locate my premature cancellation and previous references and calls made to them.

I have been on a call with them for 48min today to just inform me it will be escalated again. No email address or ability to log a compliant provided, and only their word and reference number.

0
Replies (3)
Vodacom
Vodacom's reply11 Apr 2022, 09:54
Official
 
Dear Customer, 
 
Thank you for making us aware of your complaint. 
 
Kindly be advised that a consultant will make contact with you in due course to assist with your query. 
 
***Please note*** Beware of phishing ****s. 
 
Vodacom will not contact you via Whatsapp to request your personal details 
 
Regards, 
 
Vodacom Consumer Website Team 
HK
Hardie K's update12 Apr 2022, 16:53
Reviewer Update
OK, firstly the feedback received from Vodacom is a generic email that I received before - not really any response from them. Secondly, I asked them to investigate why my hand sets have not been cancelled since my monies paid 7 weeks ago - so they cancelled my contract in error rather than the device on the one cellphone :(

There is no way to escalate a complaint into Vodacom, and if you do get a reference do not dare to ask for feedback before their 24 - 36 hours have passed.
HK
Hardie K's update14 Apr 2022, 11:09
Reviewer Update
Just an update, received a call from Sue Ncube from Vodacom yesterday - what a refreshing experience, someone that actually wants to assist. She assisted to cancel the requests to cancel my contracts and only fix the hand set cancellation (my initial request). Holding thumbs that this will be sorted soon.. ..