They refuse to cancel my but insist on piling on arrears
Good day Sir/Madam
To say I am appalled at the service recieved at vodacom since June to date would be a gross understatement. I have been in numerous interactions with Vodacom's upgrade, collections and cancelation department but none of my efforts have yielded fruit so this is my last ditch effort to seek assistance.
My 24 month contract would have ended with vodacom around May 2020. At this time I was contacted by an upgrade agent who I informed that I don't wish to take an upgrade but instead wish to cancel the contract as this device was ****** via smash and grab back in 2018 and I didn't have insurance so was forced to take a new contract. To which the agent ill advised me and said I would need to go to a vodacom branch to do a cancelation. I found it strange that a contract that was incepted telephonically can't be canceled telephonically but nevertheless I didn't dig further and decided I will go once the lock down is over as I was heavily pregnant and couldn't be out and about in my state. I have now learnt that that I was misled to begin with and cancelation could be done telephonically, he simply needed to transfer me to the right department this was the first instance where I was diverted from canceling.
Thereafter I recieved a statement with an arrears amount. This left me dumbfounded. I spoke to a vodacom agent who informed me that the contracted was converted to a month on month contract and this is a clause in my contract. I was annoyed as to why the initial agent didn't act on my request to cancel on that call by directing me to the correct avenue and why I was incorrectly informed to go to branch when cancelations aren't even done in branch. The lady who dealt with me listened to the call to check if a refund is due to me ahead of canceling. I held on the line for a good while but was in between meetings. When she returned I told her I'm in a Teams meeting can she please call me back, to which she agreed but never did.
Following that tried reaching vodacom plenty of times! Holding on the line forever. When collections started calling me regarding arrears I explained my dilemma and expressed that I want this line canceled to numerous agents. I was told it would be escalated, noted on system, a cancelllation agent would call me and and and and. None of these came to fruition. Everytime I was transfered to someone who could assist my call would just be dropped after a long time holding on the line or I wouldn't reach an agent and would go straight to the customer survey. I even once completed one with 1s and zero ratings hoping someone would pick up my poor ratings that never happened.
In the middle of all this frustration I am heavily pregnant and just gave birth and I lost my husband just last month but everyday I've had to endure the frustration of dealing with vodacom and this incompetence. I conceded to even paying those arrears, even though the failure was on your part in not acting on my instruction the numerous times I've called, provided that the contract is canceled first as I don't want stories. I need confirmation that this line is no longer going to be billed before paying a dime or else I'll pay then spend another 2 months begging for a cancelation.
One of your agents insists that a line thats in arrears cannot be canceled. Many a time hve contracts been terminated and arrears collected and handed over so I'm not buying that story. I want this contract canceled so I'm not charged another dime, only then will I pay those arrears which I shouldn't even be liable for given the poor service I experienced and numerous diversions when trying to cancel. Its as though vodacom is stopping me by all means so you can continue billing me.
This is truly unacceptable. I will await your urgent assistance
