Useless Vodacom

Never do a phone contract upgrade via a call centre agent telephonicaly with Vodacom, EVER!!!! As no agent from any Vodacom shop can assist you, you HAVE to deal with *********** call centre agents to resolve your issues, as they work on different systems.

Close to end of October 2018, I was contacted by a Vodacom Call Centre Agent, and was advised that I am due for an upgrade. Mainly the context of the conversation I had with him, was that I wanted to cancel 2 of the 3 numbers on my account, as it belongs to my ex-wife and I no longer wanted to pay for it. He was persistent in wanting to assist me with an upgrade as well, but will have the 2 numbers removed (I repeat this to him more than once, so he does not do the upgrade to any of the 2 numbers, but to the one number only). He acknowledged this and continued to upgrade the package to the Laptop package, they had to offer. This is where my whole issue started.

I received my Laptop (scratched) with the wi-fi router early November, however, after attempting numerous times to get the wi-fi router to work (5GB) of my own data, it was unsuccessful. I phoned customer services, to require assistance to activate the router and I was then told, that the data will only be available the next day. The next day I tried again, with no success and phoned the call centre again, I was then told that the data was activated on one of the 2 numbers that was suppose to be cancelled. So my ex-wife enjoyed the benefits I had to pay for, however they will put in a request in to get it cancelled, but that they will have to fetch the laptop and everything that came with to scan it back in, to cancel it. I went into a local branch and the told me, that they can not help me, as the upgrade was done telephonically and they work on 2 different systems. They took 2 weeks to fetch it from me (around the 15th November 2018 only).

Up to date (15th December 2018), I had no feedback from them, nor had I have the goods returned to me either. (But I paid for a laptop, with its data, and data for the other phone number for November, thinking it has been cancelled, so I will not pay for it, coming December. I was soooo wrong!!!!

1st or 2nd December 2018, I got the airtime loaded on my phone, as per contract, but no data. I phoned the call centre again. The lady that assisted, was at least more helpful, than any of the other agents. Again, the data went to the other number (so the number was NOT cancelled as I requested close to the end of October with the first agent), again, I paid for the month of December for my ex-wife's data and a laptop I don't have.

I lost my temper completely and spoke to a Teamleader at some point, as a manager was not available (this was after I was holding for almost an hour). I was assured that a query has been logged to have the numbers cancelled from my contract and they confirmed that they have received the laptop and accessories back. So I thought, finally I am going to get somewhere... Again, I was disappointed!!!!!

Today, the 15th of December 2018, I get my Invoice of what I am to pay for end of December 2018 (a few cents short of a R1000.00), and geuss what, on the statement reflects, all 3 numbers and reflecting upgrades on all of them, and it was NOT cancelled as requested. I forced the agent to put me through to the Manager, but I think I spoke to another supervisor/team leader, His name: Katleho (My ref: 1- ********** 97635). He confirmed the laptop etc was received, but that I only requested for the numbers to be cancelled on the 2nd of December? So I will still get an invoice. I emphasized to him, that the first request was already late October, so no one requested for it to be cancelled at all, besides the lady that I spoke to on the 2nd of December. After having to repeat this a few times, he only really understood where I was coming from, as nothing was on record on his side, besides the request that was done on the 2nd of December. He assured me, that he will investigate the matter, and refund what needs to be refunded. He also confirmed that the numbers were cancelled and closed on the 5th of December, but that I will not have to pay the R1000, as indicated on the invoice, as he can see the errors and will get it resolved. I then decided I am tired of all of this, I want to cancel the Laptop as well. He put me through to the cancelation department. This guy (Bongiwe) put the phone down on me, I phoned back and the agent could not help me, I was told to wait another 3 working days. Furious obviously at this stage, I advised the agent that, enough is enough, I will be logging this here. She did not care at all

People, cancel your contracts with Vodacom. Do NOT do any upgrades via a call centre agent, you are giving yourself a headache and loads of trouble for nothing, as they are only out to take your money and you don't get what you paid for. It is sad, as I have been with Vodacom for 15years and stayed with them out of loyalty, even though I can get better packages for way less from Telkom and THIS is how they treat their customers?

I hope that they will attend to my matter now, with the urgency it deserves, and resolve this issue urgently and pay me my money back, and give me, my data back that was wrongfully allocated to my ex-wife. They have 7 days, or I will take this matter to the consumer court.