Vodacom Billing, agents not knowing products

<p>I want to cancel both Top-Up contract and data contract with immediate effect. As a customer, I have been inconvenienced more than enough times in just the past 1.5 months due to *********** agents giving incorrect information. Everytime I have a query or need to clarify something on my account, I have to make sure I have a pen and paper handy to write down date, time, agent I spoke to and what was discussed, for the very reason that I’ll most probably call back again if whatever I needed help with/queried wasn’t rectified.</p> <p> </p> <p>We understand that everyone is busy and have many customers to attend to; but is it too much to ask for just standard basic customer service? If you promise to sort out a query especially when it concerns an amount being deducted from your account which is more than double than what you budgeted for, please do so. If you do not know everything about a contract or what can and cannot be ported/combined onto one account, why give incorrect information? A phone call/e-mail advising of your progress on my query/claim/complaint - is it too much to ask? But we’ve become such a complacent nation because it is just too much hassle having to go through everything with different people in same company everytime you phone. And then having to constantly keep note of who you spoke to, when, what time, what they said so that you can have back-up when questioned by the supervisors/team leaders/managers when the complaint eventually lands on their desk. So we just keep on accepting the inferior low level of service and the big institutions continue milking the poor consumers because we’re the suckers, allowing these big corporations to continue sucking us dry.</p> <p> </p> <p>I am a mature woman, with no inclination whatsoever to download movies, music, apps, etc on my phone. All I want from a mobile is to make/receive calls, sms, Whatsapp messages, Google, watch a few short videos clips, etc on FB. I don’t have a Twitter or Instagram account, my Smart network switch setting is set OFF on my phone so that it doesn’t switch between mobile data and wi-fi networks. I’ve set all my apps to “restrict background data”. So how, why, when and what did I access or download to have had couple of months of high data charges, when for the past 2 years my average Vodacom bill was between R650-R700? Please explain this to me. And why was I allowed to go over the limits set on the contract without so much as a phone call or sms from Vodacom notifying me of my supposed continued use of out of data charges?</p> <p> </p> <p>I will rather spend more money on buying airtime and data bundles and paying through my neck for it, but know that what I have bought is what I have used. And not be clamped into a 2-year contract where you’re at the mercy of Vodacom deciding what they are going to bill you. And then they cannot even tell you exactly what you spend your data on, which sites you visited for how long, what you downloaded, etc. So please advise how I have to go about to cancel both these contracts WITHOUT having to pay any penalty, as I have gone through enough frustration and stress over the past 2 months to want to continue into the new year with these same issues.</p> <p>I've sent a mail to what I hope is senior management's e-mail addresses, cannot copy the full content in here due to character limitation.</p> <p>Thank you Colleen</p>