Urgent Assistance Required – Contract Cancellation Miscommunication

Dear Vodacom,

I am extremely disappointed with the service I received from your call centre agents regarding the cancellation of my contract.

I called on both the 26th and 30th of April to enquire about the correct procedure for cancelling my contract, which I took out three years ago. On both occasions, I was informed by your call centre agents that I should cancel on the last day of my contract.

However, I am now being told that I should have submitted the cancellation request 30 days in advance. This conflicting information has resulted in an unexpected additional fee, which I do not believe is fair given that I followed the instructions provided by your own staff.

To make matters worse, when I asked to escalate the issue, I was told by Ndumiso that no managers were available to assist me.

I respectfully request that a manager reviews this matter urgently and assists in resolving it, as I should not be penalised for the incorrect guidance given by Vodacom representative