Shocking service!! Making a traumatic event even more traumatic!

My mother passed away on November 28th, 2024, I have been trying to sort out the transfer of the account for my cell number and the Fibre since we came out of mourning. The Deceased Department has been great with the information that I require but the service received from the customer service department has been disgusting as well as the Fibre department! My lines for both my cell and my late mother has now been suspended and yet the account is paid up in full as Vodacom would not allow the transfer of the account to go through without the payment. There was a block on the account that I received a sms from stating it had been closed on Tuesday this week.

I tried to make a call this morning and received an automatic recording that my line had been suspended. I had no idea as to why as I paid the amount stipulated by the Deceased Department which I received via email at the end of December. I called the Collections department to see what was going on and I received an automatic recording that my LATE mother's account is not in arrears. I proceeded to call the Customer Service line to get some kind of idea of what is going on. I explain the urgency of the situation and I am told oh this is a tricky situation because we need to speak to the account holder, well if they have a direct line upstairs that is great, please send it to me, I will give anything to speak to my mother. They REFUSED to assist me. I have no access to a phone or anyway to reach my father or anyway to get into my account once I leave the office and the wifi. I am then told to go into the Vodacom store and get them to assist me. So, in the eyes of your team, it is okay for me to be without any communication for an entire 24 hours and not be able to have access into my bank account or to be able to work when I get home later?? If that is the case, then please ensure YOUR CUSTOMER SERVICE DEPARTMENT settles the account at the end of January. DO NOT CALL ME OR SUSPEND ANY OF MY LINES.

I proceeded to call Vodacom Norwood Chatz and spoke to Zama to see what was going on and she informs me that YOU VODACOM, have given me an incorrect amount to pay and the account is short by R21.00 but according to your system it is not in arrears. I have now paid an additional R100.00 into the account to sort this mess out.

I called again and spoke to an agent by the name of Busi from Client Services on the verge of tears and she kindly transferred me to Deceased to try and sort this out. Deceased tell me the account is pending deletion because Vodacom Norwood Chatz did not do the transfer properly and they have no idea why they logged a service ticket, nor do they know what the additional R21.00 is for!!!! The agent I spoke to explained what the next steps are and I am now having to uber my father to an appointment and rush to the store to try and sort this all out.

I then have to run home and email documents to Fibre and hope they know what to do and pray they don't stuff up either!