Vodacom - Direspects customers, can't communicate or return calls

I am writing this as a formal complaint regarding the service I have received from Vodacom, I find the culture and experience to be putrid with a lack of customer centricity and total disrespect towards a human being.

Herewith attached and below I've summarized the events regarding service failures, lack of customer care or experience and my reasons for cancelling all contracts associated with Vodacom and even then, I am still unable to cancel. The type of service I've receivedover the last few years has left a bitter taste in my mouth, I cannot believe an organization as large as Vodacom has so little regard for customers who ironically are the reason you are still in business.

The recent event was a simple request, to have a pre-mature cancellation, I followed the process as advised, and was told it would all be done within 48hours. Called the retentions department, received a quote, paid the fees at a Vodacom store, had the paperworksubmitted and yet almost 3 weeks later, still no cancellation of contracts and numbers shifted to prepaid.

23/12/2019 - Called retentions requesting a quote to cancel, spoke to a consultant who said he would email me a quote, I did not receive this.

24/12/2019 - Called retentions again, requested a follow-up on my quote, nothing was done and had to be re-issued, advised the process will take max 48hours (already taken into consideration the 25-26/12 were public holidays).

Received the documents, paid at the Vodacom store, documents emailed to the accounts department to cancel contracts and shift numbers to prepaid.

28/12/2019 - Followed up with the Vodacom store, and a consultant advised I am unable to a cancel as my contract period only expires in June 2020 - the lack of product knowledge from consultants has become somewhat of a norm, which is quite shocking.

30/12/2019 - 04/01/2020 - continued follow-up between the retentions departments and Vodacom store each being told its been 'escalated' and will be done within the next 24hours. I am not sure anyone working at Vodacom knows the time frame of 24 hours.

Apart from all of this when I requested details to follow-up with back office who performs the cancellation, I was told they don't have a telephone number? I was told not to use any of my devices, how do I do this or approx. 5 days?

The last 6 years with Vodacom is somewhat like a game of Jumanji. I have highlighted the chain of events and attached all pertinent emails for additional reference.

2014 - My device was black listed, I had endless calls wi th Vodacom for rectifying this, again I was left days without a mobile.

2015 - I upgraded and had countless issues with device failures, again resulting in days without a device, countless follow-ups, lack of customer care.

2016 - Requested a sim swap as the device was lost, this was not done again resulting in hours and days without a device while enduring ********** abuse from the team members of Vodacom who found the situation hilarious and seemed very dis-interested in thefact that I was this irate.

2017 - I paid up and terminated one of my contracts, still had issues with account settlement and termination.

2018 - Re-established my contract with Vodacom, in the hope that the last few months had gone well.

Bringing us back to 2019

May, Oct, Dec

May - Called the customer care department, requested a quote for additional minutes, ZAR 109excl VAT for 250 mins. When I checked my app some time later I saw the wrong invoice amount had been added. Vodacom refused to honor the quote, ignored my requests,there were multiple escalations and they kept closing my tickets and to date no resolution has been given to any of these issues. A few days later I received a call from an agent and under duress I upgraded the package as I needed the minutes to continue work.

Oct - I yet again called the call centre requesting my options to migrate both contracts to various packages. We went through the options and I chose the contracts which would make sense for me, migrating back to previous contracts at no cost. I confirmed andwas told it would be active in the new month. I also called the call center to follow-up as I received no emails or sms confirming migrations have now taken place. I went into the Vodacom store and was told that there is a pending migration however the storecannot do anything on the account as I must call the call centre for clarification. Migration requested, confirmed however subsequently cancelled by Vodacom. No explanation, no feedback, nothing to date.

Dec - Cancellation of contracts requested, however cancellation request was cancelled numerous occasions by Vodacom and no resolution, as listed above.

Over the last 6 years the trend of having an account with Vodacom is to leave me without a mobile device, without telecommunications, not honoring agreements and without a simple customer transaction of getting what you ask for as I am paying for the service.