Upgrade Disaster

I've been a Vodacom customer for over 20 years, and generally the service has been OK - aside for the dropping of calls that happens fairly frequently (as is the case on most networks). Recently, I was due for an upgrade - and trying to upgrade with Vodacom has been an absolute disaster!

I went into various Vodacom stores to see what deals they had, and competitors offered some better ones. So while talking to a sales manager at the Vodacom store in Nelson Mandela Square, they said that they can put in a request to match the deal as they would like to try and keep me as a customer. I agreed as I would prefer to stay with Vodacom.

This request went in 17th of December, 2021. I followed up with the store more than 7 times - and she was helpful by trying to get feedback, but the people at Vodacom can't seem to make a decision or provide any feedback / just don't give a damn. After more than a month of chasing, I decide that Vodacom is clearly not interested in my business. So, I call to find out what I need to do to cancel.

When I call, the retentions person says she will try and match the deal as she did not want to lose me as a customer. I reluctantly agreed - that was on the 28th of Jan, 2022. Guess what? No feedback again. I called to follow up and was assured that the person will get back to me. I'm still waiting...

While all of this was going on, my contract expired and Vodacom decided to increase my subscription by around R900 per month!!!!

I want to be refunded the extra subscription costs that I've incurred due to your incompetence that you've demonstrated while trying to upgrade with you. Please arrange for the refund and have someone call me to give me the details about cancelling with you and porting my number to another provider.