Vodacom Deceased Account Management Lack Of Action

Dear Vodacom,

This morning, I sent an email to your Deceased Department and gave you the opportunity to contact me before I shared this post, clearly, I never got that call, because you are now seeing this message.

After numerous emails to your Deceased Department, visiting my nearest Vodacom branch and calling your Call Centre on various occasions, only to be cut off every time, I have been left with no option, but to turn to social media and Hello Peter to share my disgust with how you treat your customers, both living and dead.

My late mother passed away suddenly on 9 April 2022. The Executrix of the estate sent you an email on 22 April 2022 information you of her passing. At that stage we were not aware that there was a separate department that "supposedly dealt with estate queries" and the email was sent to your Customer Care Department. It is obvious your *********** staff do not value their jobs with Vodacom because the email was not acknowledged, nor forwarded to the relevant department, it is a case of, "OH well, I received this email in error, I'm just going to ignore it because I don't get paid to do more than I'm supposed to", so much for "Customer Care".

After not hearing back from Vodacom, I decided to do my own investigation and discovered that you had a "Deceased Accounts Department". I sent you an email on 15 February 2023 after not hearing back from you for 10 months and requested that the contract be canceled, converted to a pre-paid contract and that all premiums paid please be refunded, AS THE PHONE WAS NOT IN USE. You did cancel the contract and converted it to pre-paid, but after sending all the relevant forms, letters and information you requested, we are yet to receive the refund on premiums deducted, amounting to approximately R1900.00. For 10 months, you took money away from a woman that was no longer with us, are you that desperate, do you have no compassion and lack empathy? I am absolutely disgusted with your lack of assistance regarding a matter that is a simple fix. Not only are we mourning the passing of our mother, we are being forced to have to deal with outstanding matters regarding her affairs like this one and are not being afforded the time to get final closure.

If it wasn't for the fact that I am still tied into my own personal contract with Vodacom, I would have ported to another service provider without blinking an eyelid. I

Maybe, just maybe, after calling you out in this post, you may actually catch a bit of a wake-up and actually do what you were supposed to have done 12 months ago.