VODACOM DOESN'T VALUE CUSTOMERS

I was contacted on the 19th of November by a Mr P Govender from Rewards CO on behalf of Vodacom offering me a reduction on my current contract with Vodacom and in addition he said that Vodacom would be giving me 20gigs data (day) & 20gigs data (night). I would not be paying anything additional for this. I would still receive the airtime this was just additional data because, and these are his words, “ Vodacom has been getting complaints about their data costs and finally they have listened to their customers”. He promised that because people find it strange to do this over the phone he would courier me a copy of the new contract and asked for my day time address. The next day RAM couriers delivered my package. When I opened it, there’s was only a SIM card inside. That’s when the alarm bells started ringing and I got suspicious.

I called Vodacom customer care just after 5pm on Wednesday and the consultant informed me (to my absolute horror) that there were TWO contracts in my name!!!! I had to call After Sales the next day (Thursday) to cancel this contract. I was called by someone later that day who said that they had listened to the call and Mr P Govender has indeed misled me and so Vodacom would cancel my contract.

Then on the 23rd of November I receive a notification from my bank that R72.97 was debited from my bank account by Vodacom. When I called Vodacom I was told it was because the contract was not yet cancelled and this was the pro rata for November. I was told that a reversal was processed and I should wait and it would be reversed.

Last week Wednesday I had to make a call and I was horrified (again!!) when the recording said that my account was BLOCKED!! When I checked my account in the Vodacom app I almost collapsed!!! My bill is sitting at R9656.48.

When I called Vodacom I was told it’s a cancellation fee for the contract i had cancelled. How does a twit sitting in a call centre have the ability to load a new contract on my account & set up a debit order but I can't cancel it? My number was blocked for several days - i couldn't dial out or use data. I sent emails and called the call center with not much success in resolving my issues. I was told to be patient and they would get back to me and not to worry about the R9656.48 because it was scheduled to go off in January. and that somebody would call me in two days. this was on Friday. So i waited but no contact from Vodacom at all. last night i get a bank notification - R9656.48 goes off my account - it got reversed after that but my bank charged me an overdraft fee. To say that I am frustrated, irritated, angry, upset, scared and freaked out by all this is an understatement. how messed up can your systems be that something had to reach this level? i cancelled within the 7 day cooling period, i kept calling but my matter never got escalated or treated with the urgency it required.

I do not deserve to be treated this way!!

Vodacom is supposedto be a giant in the industry and at the forefront of technological advancement but they suck at resolving customer issues!!!

HOW CAN A TWIT SITTING IN A CALL CENTER SIGN ME UP FOR A CONTRACT WITHOUT ASKING ME ANY QUESTIONS YET I HAVE TO JUMP THROUGH HOOPS AND ANSWER SECURITY QUESTIONS JUST TO GET SOMEONE TO ASSIST ME WITH MY ACCOUNT WHEN I CALL VODACOM CUSTOMER CARE???? At every stage i was asked to wait, give them time, its being processed, it's being escalated. only today after almost breaking down into tears, did i get someone to assist me. they say they have processed reversals for the debits - im honestly not holding my breath for this.