Vodacom cancellation not delivering on promises

I am at my wits end with Vodacom, once again.

One of my contracts was to end in February 2021.

On 09 November 2020 I contacted the cancelations department, as my intention was to move to pay-as-you go when the contract ends. I spoke to a consultant who offered a deal, which I accepted at 13:32

(I’ll calls that is noted in this document was recorded by my phone)

I spoke to a person who had the same type of offer, also due to a contract coming to end and their experience was that the deal will increase hugely once the contract is activated and the explanation that was given is that his offer was the previous year’s pricing. Not only this tale of caution but also, as I do not use this number, I called back at 14:27 and spoke to another consultant. The consultant informed me that the person who originally offered me the deal is the only one who can assist me in terminating. I gave the details of the consultant who originally assisted me who would call me back during the day. That did not happen.

On 25 November, I called again (12:20) as I received no feedback. Again, I was told that the consultant who originally assisted me is the only one who can help. They again took the details and I was again promised that the person will contact me (within the next 2 hours…

Two days later (27 November) I called yet again as I still had no response from Vodacom This consultant noted that they will be unable to cancel the current upgrade as it is in a bending status until the start of December. I was requested to call in 3 – 7 working days by which time the pending status would be processed and the cancellation can be done to the original request for pay-as-you-go in February.

The second to last call was 3 December at 12:56 I asked for a team leader but was fobbed off that only the original consultant can help and will contact me between 13:30 and 14:00 to have the reversal done

With no response from Vodacom and already the first updated debit order taken, I called again on 9 December at 14:35 The consultant escalated the issue to a Team Leader to contact me back.

Here I am on 29 December with no contact from Vodacom by any person, and with an unwanted contract I tried to cancel for almost 2 months and no email address for Vodacom to use, and no promise kept by the call center by either the consultant or a team leader.

As insult to this customer service atrocity, I also saw the multitude of records of call from the person who warned me originally of their experience. Also, the lawyer’s letter of the account that on which payment was stopped when their contract ended. They also posted to HelloPeter and Vodacom notes that they will contact the client privately to address the issue – this never happened

This is (no seem to be) Vodacom standard on non-care. It is impossible to find any other way to contact them, other then the cancelations department that do not keep any of their promises and seem completely unable to do this requested function. The team leaders they refer to do either no exist, care or respond to requests made.

I do not know how or to whom to direct my frustration with Vodacom. There does not seem to be any available process or forum. Will my post also be marked that Vodacom will respond to me privately with no response!?

I do not accept that it be marked private and that any response will happen to me either by my recorded calls, or on the public HelloPeter thread. If by call, I will post their response within 48 hours on this tread for record.

This is a standing challenge to the institute that is Vodacom. Proof you have some form of customer service.

Also, to anyone who knows what legal action is available to me, should I do not get a response from Vodacom before 1 January.

Two day is not short notice as this issue started 9 November.