Vodacom Closing Tickets Without Resolving Issues

Yesterday I wrote a complaint on HelloPeter regarding my Vodacom account, and I received a call from someone from the Vodacom HelloPeter team. Unfortunately, the agent who called me sounded unsure of what she was doing. She initially wanted to send me the same cancellation statement I received previously – the very statement that led me to write my complaint in the first place.

I explained clearly what I needed, and she assured me that she would get me the correct statement and call me back. To my surprise, she never called me back. Instead, this morning I received an SMS stating that my service ticket (EC-21MR-1KP0J7) has been closed.

How does Vodacom close tickets without resolving customer issues? What is happening with Vodacom’s customer service? It is extremely frustrating to have to chase the same issue over and over again, only to be ignored.

Let me make this very clear: I just want to cancel the SIM card portion of my contract — meaning the bundles and minutes only — and keep paying for the phone. The statement I keep getting cancels everything, including the handset, leaving me with an absurd lump-sum settlement of R8,297. That is not what I asked for.

Vodacom, I expect you to take this seriously, re-open my case, and provide me with the correct statement I requested. If this is not resolved, I will have no choice but to escalate the matter further to ICASA, the Consumer Protection authorities, and my lawyers.