Vodacom Customer Support

Pathetic customer service from Vodacom. I had a sim only bundle with Vodacom from November 2021. It is being used in my mobile router. It was expected to expire on 30 November 2023. I called Vodacom to upgrade my contract on the 16th November 2023. The upgrades department, filled with *********** people! After explaining the above situation and clearly telling them that I am currently using the sim in my mobile router I want to continue using my mobile router as this works for me – I carry it wherever I go etc. After receiving my quotation where it mentions “home internet L TopUp”, I called back a few days later, and I explained to them that I noticed this on the quotation, are you sure its going to work? They said no this wont work as its for home internet. I asked for it to be cancelled and sign me up for something that will work. I was told that they have escalated this and will have to wait for a response. So I was patient and waited. Did not receive feedback few days later, so I called again. After explaining my full story, this person says no, this will definitely work on my mobile router! I asked if you are 100% sure because I was previously told that it won’t work? She said yes definitely it is going to work. I asked the lady to please check with her manager before we end this call to get a second opinion – after being on hold for +12 mins – she came back apologized for keeping me waiting and said Yes, her manager confirms that it will work. 30 November 2023 my internet stops working. I called again and again. I asked for them to go back and listen to all the calls that I have made from the 16th November 2023. You’ll claim all calls are recorded, please send me all these calls. At this point I knew all the security questions off by heart, so I answered it all before they can ask. I explained to them that Vodacom staff are ***********, that you’ll are too quick to make a sale and take our money but your customer support is a piece off…. You’ll are wasting my time and money to be buying data everyday now. The guy told me that this can take 7 to 14 working days to get a response. And that the escalations department is another department that not directly linked to Vodacom and the only means of communications is via email. So, I asked this guy, can you continue your life and day to day without data and internet? He said definitely not, then I asked how do you expect me to? And now you are telling me it will take 7-14 days, meaning I won’t have internet for this time? This guy turned out to be very helpful, so I apologized to him about my previous statement about all Vodacom staff are ***********, and said that he is probably 1 of the thousands at Vodacom that actually knows customer satisfaction and support is. He actually made the effort to assist, even though I was still not successful at the end of it all I appreciated the fact that he kept calling me back to give me updates. Eventually few days later, I told him to please cancel my contract because I am not getting any joy of this. I was then told I can only do that from the 1st of January 2024. So I went to a Vodacom store and signed up a new contract on 5th December 2023 because I was not going to go a month waiting. Taking into account all the signup fees for a new contract! On 2nd January 2024 I have been calling and could not get through to cancellations department. Today the 5th January 2024 I was able to get through to them to cancel my contract. Now I am being told that my contract has been put back to the one that I had initially taken in 2021. And that it will only be cancelled at the end of this month. And furthermore I will have to pay for this. After asking pay for what when I have been asking for this to be cancelled?? and I have a new contract and that sim is not in use so what must I pay for, this guy Mthokozisi Biyela says “okay” I asked to speak to his superior, he says they on lunch. I asked to speaked to the 2nd in charge, he said they on leave. I asked for a call back and nothing.