Terrible Service

My last email was sent 2017-06-12 11:45. Still no reply, not even an acknowledgement.

Thank you! Hello Peter does the job. I have had a call from a Vodacom agent who has assisted me and I believe the wheels are now in motion. Holding thumbs ...

And I have received an email and reference number. Thank you Ula, that's more like it!

To Whom It May Concern at Vodacom

Your helpdesk on 082 111 is truly pathetic. Someone, somewhere in Vodacom needs to sit on the customer's end of the line and experience the utterly useless service and do something about it. That I have to resort to Hello Peter to get a sensible response from Vodacom should be a huge red flag for you. But then I suppose monopolies don't have to worry, do they?

A big thank you to you Ula!

Vodacom has however still not resolved this. Surely it is not so difficult to close an account?! Vodacom's legal team obviously does not even read my emails properly.

I have one simple quetion - does Vodacom need leters of Executorship in order to close the account of a deceased person? Please provide a definite answer.

Regards, Richard Noakes

i.e. Letters of Executorship

Hi Vodacom

Anyone at home? Ula seems to be the only one who responds but unfortunately she's not on the legal team.

The reference number is EC-0CRT-2OS0UY for anyone who is capable of taking this on.

It's one week on and counting - no action yet, nothing!

Regards

Richard Noakes

I now have an email saying that the account is closed (no account number mentioned, there are two accounts, not one). "Kindly note that we have then cancelled and closed the account as previously requested." Surely you are able to send me something more substantial than that? I need something to put on file - proof that the accounts are closed. Are you able to send me some kind of statement please?

Still no answer. Nine days later and I have a reference number and a vague email from the legal department.

@Ula - thank you for your efforts. Is the final feedback "Kindly note that we have then cancelled and closed the account as previously requested."? Is that it? No statement, no account numbers, nothing.

All I can say is that Vodacom's service is terrble. Really and truly terrible!

Still no answer - 14 days later and counting ...

I now have two reference numbers:

EC-0CRT-2OS0UY. Vodacom (franchise) says this does not exist.

EC-0CRT-2W5KSZ

The first number is the subject of an email, the second in the body of the same email. I have verbal confirmation that my documents have been received but there is apparently a (new) outstanding amount to settle. How do I pay this if I don't have an invoice?

The staff at the franchises try to help but they are unable to do anything.

My comments above are nowhere near strong enough. Vodacom's customer service is PUTRID! (add your own adjectives)

Vodacom is apparently quite happy to keep charging a customer after they have died - this is plain theft commonly associated with low-down ****.

Thank you to any and all that have tried to assist.

I have now received a DECEASED CLAIM LETTER from the legal department. There is an amount due - for what?! I am disgusted!!!

At last! A full 17 days later and I finally have confirmation that the account is closed. This is a process that should have taken no longer than 10 minutes!

I still however have not received a final statement of account in spite of all my requests.

A big thank you Ula for your efforts.

Bingo! At last, thank you! I have a statement. 22 days later. Surely this is something that could be done over the counter?

@Vodacom - a very serious look at customer support and relations in long overdue!

Thank you Ula, your assistance is much appreciated.

Regards, Richard