Vodacom

I am deeply disappointed in the service I’ve received from Vodacom Customer Care. I called on October 16, 2024, and spoke with Mbali in the Cancellations Department regarding my contract. I have one contract that had reached the end of its term and an additional new line that I wanted to cancel, as the 10Mbps device does not work in my home. Mbali advised me to cancel the additional line (079) within the 14-day period and then upgrade the other line (066) to a plan with 100GB day / 100GB night data for R299. However, none of these changes have been made, the device was not collected, and I’ve received no communication or feedback on the process.

Since then, I have been repeatedly transferred between different departments (*** / 1945 / 1952), with no one taking responsibility for resolving the issue. Despite Mbali’s promise to call back the same day, I am still waiting. I’ve been a loyal Vodacom customer for many years with five active contracts, but this experience has shaken my trust in your company.

When I call for updates, I’m either told that no one can assist or advised to wait until the contract ends in 2027, which is unacceptable. Even my visit to the Wonderboom Junction store ended with an unhelpful “this isn’t a store issue” response.

I am beyond frustrated and feel that Vodacom does not value customer loyalty or take responsibility for its promises. I expected more from a company I’ve been with for years, but this experience has made it clear that it’s time to reconsider my options once these contracts end.

Please take this feedback seriously, as no customer should be made to feel ignored or dismissed.