DB
Daniel B
1 reviews | Active since Jan 2010
10 Apr 2024, 14:25
Unresolved Contract Cancellation Issue with Vodacom
I entered a 24-month data contract with Vodacom for load shedding purposes. Despite never using the service due to its ineffectiveness during load shedding, I faithfully paid throughout the contract. When the contract neared its end, Vodacom called to inquire about renewal. I declined and requested cancellation, which they acknowledged but failed to process despite assurances. Subsequent attempts were met with unproductive calls and lengthy wait times. Frustrated, I blocked the last debit order. Vodacom has now escalated the matter to legal and debt collectors, demanding payment of an outstanding amount. I refuse to pay beyond the contract's expiration, especially given the difficulty they've imposed on the cancellation process post-contract.
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Replies (2)
Vodacom's replyOfficial
11 Apr 2024, 07:33Dear 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
Vodacom's reply11 Apr 2024, 07:33
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
DB
The manner in which this matter has been managed reflects poorly on your commitment to customer service and transparency.
To clarify, my contract with your company had already expired when I received a call from your team asking if I wished to renew. During that call, I explicitly declined the renewal and requested that the contract be cancelled. Despite my clear communication, the process that followed has been unnecessarily complex and frustrating.
After my initial request to not renew and cancel the contract, I expected this to be processed efficiently. However, the lack of proactive communication from your side was concerning. At no point did I receive confirmation of my request being processed, nor was I informed about any further steps I needed to take.
Compounding the issue, I called your customer service center twice, explicitly requesting the cancellation form needed to formalize my decision. Unfortunately, these forms were never sent, despite my repeated requests. This oversight necessitated multiple follow-up calls on my part, each time without resolution.
The requirement for such a repetitive and unclear process is not only inconvenient but appears intentionally obstructive. It seems that the system is designed to deter customers from cancelling their contracts, which is unacceptable and, frankly, disrespectful to the consumer.
The recent communication indicating that this matter has been transferred to your legal team does little to reassure me of a swift and fair resolution. It instead portrays a shift towards a defensive and unnecessarily complicated approach.
I urge you to promptly address this matter by confirming the cancellation of my contract, as initially requested, and to ensure that such an oversight does not occur in the future. A review of your cancellation policies and communication strategies would be advisable to align better with fair consumer practices and transparency.
I expect a prompt response to this complaint, with a clear acknowledgment of the issues raised and a straightforward plan for resolution.
Daniel B's updateReviewer Update
11 Apr 2024, 20:42The manner in which this matter has been managed reflects poorly on your commitment to customer service and transparency.
To clarify, my contract with your company had already expired when I received a call from your team asking if I wished to renew. During that call, I explicitly declined the renewal and requested that the contract be cancelled. Despite my clear communication, the process that followed has been unnecessarily complex and frustrating.
After my initial request to not renew and cancel the contract, I expected this to be processed efficiently. However, the lack of proactive communication from your side was concerning. At no point did I receive confirmation of my request being processed, nor was I informed about any further steps I needed to take.
Compounding the issue, I called your customer service center twice, explicitly requesting the cancellation form needed to formalize my decision. Unfortunately, these forms were never sent, despite my repeated requests. This oversight necessitated multiple follow-up calls on my part, each time without resolution.
The requirement for such a repetitive and unclear process is not only inconvenient but appears intentionally obstructive. It seems that the system is designed to deter customers from cancelling their contracts, which is unacceptable and, frankly, disrespectful to the consumer.
The recent communication indicating that this matter has been transferred to your legal team does little to reassure me of a swift and fair resolution. It instead portrays a shift towards a defensive and unnecessarily complicated approach.
I urge you to promptly address this matter by confirming the cancellation of my contract, as initially requested, and to ensure that such an oversight does not occur in the future. A review of your cancellation policies and communication strategies would be advisable to align better with fair consumer practices and transparency.
I expect a prompt response to this complaint, with a clear acknowledgment of the issues raised and a straightforward plan for resolution.
DB
Daniel B's update11 Apr 2024, 20:42
Reviewer Update
The manner in which this matter has been managed reflects poorly on your commitment to customer service and transparency.
To clarify, my contract with your company had already expired when I received a call from your team asking if I wished to renew. During that call, I explicitly declined the renewal and requested that the contract be cancelled. Despite my clear communication, the process that followed has been unnecessarily complex and frustrating.
After my initial request to not renew and cancel the contract, I expected this to be processed efficiently. However, the lack of proactive communication from your side was concerning. At no point did I receive confirmation of my request being processed, nor was I informed about any further steps I needed to take.
Compounding the issue, I called your customer service center twice, explicitly requesting the cancellation form needed to formalize my decision. Unfortunately, these forms were never sent, despite my repeated requests. This oversight necessitated multiple follow-up calls on my part, each time without resolution.
The requirement for such a repetitive and unclear process is not only inconvenient but appears intentionally obstructive. It seems that the system is designed to deter customers from cancelling their contracts, which is unacceptable and, frankly, disrespectful to the consumer.
The recent communication indicating that this matter has been transferred to your legal team does little to reassure me of a swift and fair resolution. It instead portrays a shift towards a defensive and unnecessarily complicated approach.
I urge you to promptly address this matter by confirming the cancellation of my contract, as initially requested, and to ensure that such an oversight does not occur in the future. A review of your cancellation policies and communication strategies would be advisable to align better with fair consumer practices and transparency.
I expect a prompt response to this complaint, with a clear acknowledgment of the issues raised and a straightforward plan for resolution.