Very Poor service and level of unprofessionalism by Agents with their Supervisors (management) monitoring calls

On the 7th of December 2020, one of my contract( 20G of data(10G during the day and 10G for the night at R160 per month) with Vodacom was coming to an end and according to their terms and conditions of the contract i must give them a notice of cancellation on the last month of the contract. I contacted Vodacom on the 7th of December 2020 to terminate my contract, An Agent named Lindiwe answered the call and i told her that i want to cancel the contract and i don't want to renew because i have number of contract with vodacom. Lindiwe's reply was that she doesn't want to see customers leaving and she offered me the same data at R40 per month, i didn't believe it. When i asked why the same data is cheap she said she is giving me 90% discount because i have been with vodacom for so many years and again it is a promotional offer. I agreed to take that offer at R40 and Lindiwe told me that it will be activated in January 2021.

In January 2021 same data was loaded but at an Amount of R345. On the 2 January 2021, i contacted vodacom to enquire why they billed me a high amount. An Agent named Keegan told me that there is no active contract, vodacom is billing me on prepaid for the same data, he promised to escalate the matter to management and i will get feedback in 48hrs- 72 hrs. I waited and No one contacted me back.

On the 7th, i contacted vodacom to check why i have not received any feedback of the enquiry lodged. An Agent named Busisiwe told me that the records doesn't show any feedback after escalation from management. I explained my problem and she also didn't have solution and offered to escalate the matter to management and i will get feedback in 48- 72 hrs. i waited and again No one contacted me back.

On the 13th of January 2021, I contacted vodacom, Louis answered, still nothing from previous escalation, call escalated to management again and still no feedback.

On the 18th of January 2021, I contacted vodacom, Deleen answered, i explained my problem, still no feedback, call escalated to management and still no feedback.

On the 21st of January 2021, I contacted vodacom, Rosena answered, i explained my problem, still no positive outcome. I opted to cancel the ongoing deal with immediate effect so that i don't be charged the R345, the agent advised me not to cancel the deal and i must wait until the matter is resolved. SHe escalated the matter to management and still no feedback from the management.

On the 15th of January of 2021 when i pay my bills i ddint pay the additional R345 billed. I only paid for other other ongoing packages/contract. Vodacom is failing to resolve the matter since the 2nd of January until to date.

I was advised to opened a service request on the 2nd of February and was told that i will get a feedback on the 9th of february after a complete investigation is complete. No one phoned me until the 12th February 2021 evening. I contacted Vodacom customer services to check progress of the service request, i was told that the case has no feedback and is closed. An agent logged a call and request the person who was handling my case to contact me and explain why the service request was closed with no feedback. According to the Agent who assisted me, she said the case doesn't have any information on it, they were passing from one agent to another. Request closed by Sinazo Mbijane with no feedback.

After so amny years i have been with Vodacom, it showed me the other side i ddnt know to date. Level of unprofessionalism by Agent, Supervisors who monitors agent daily, Management who keeps on receiving same escalation from same client. The worst part is that when you make follow up its impossible to speak to other Agent who knows and understand your case much better, you are told they dont know them of which is impossible because the system shows clear records.

ICASA is also offering poor services, they are not taking call i have emailed (***) my problem to them but no 1 is bothering to reply my email. I am a very patient man, my money will not go down the drain for nothing.