Shockingly poor service from a long standing Vodacom customer.

Shockingly and costly poor service from a long standing Vodacom customer.

In January 2022 my 2 year data contract expired. This was for 30 Gig day and 30 Gig night data. I was paying R249 pm whilst the contract was active, but when it expired the fee shot up to R549 pm. I was not informed by Vodacom that this was going to happen.

In early March I called Vodacom to cancel the month to month service as it was now much too expensive. I was told I could take out a 80 Gig day and 80 Gig night data contract, including a new router, for R199 pm. I agreed to this, and I was told the new contract would start on 01 April and I would receive the new router within 5 days.

No router was received and the contract was not acted upon. Vodacom continued to charge me R549 for 30 Gigs. I queried this telephonically in April and was told there was a mistake on their side and the new contract would be enacted immediately. Nothing changed - no router and no new contract.

In May I again queried the problem with Vodacom and was told that someone at Vodacom had actually taken out a new 30 Gig day/night contract for R499 pm and this would only expire in March 2024! I had never agree to any such contract.

On 08 July I spoke to a Crystelsha at Vodacom, who sounded very helpful. She agreed that I was entitled to a new contract and told me that Vodacom could give me a 101 Gig day data contract, plus new router for R189 pm. This I agrees to. She took down all my address details for delivery. I then spoke to a Mr. Xolisi Khumalo, who was one of the people handling escalation items. He again agreed that this new contract would now go ahead and I would receive the new router within 5 days. Needless to say nothing has been received.

On the 21 July I tried to contact Mr. Khumalo and, in spite of being promised he would phone me back within the hour, I later discovered he was not actually at work on that day! Not to worry, I was told, someone else from the escalation office would phone me back within the hour. No such phone has been received. The operator I did speak to on this day informed me that, according to their records, I was now on a 1 Gig pm contract for R90 pm. This is now getting absurd. Who would ay R90 pm for 1G of data??

I also queried for a refund for having had to pay Vodacom an extra R300 pm from February to July whilst all this was going on. I was given a query number F5-QBT1F-FZRFD, but nobody has bothered to contact me.

I have been a Vodacom customer since 1994 and currently have about 6 different contracts for both phone and data lines.

With service like this, MTN will be getting my custom in future. Legal action against Vodacom will follow should I receive no satisfaction in regards to this matter.