Vodacom fibre frustrates cancellation

On 20 July I emailed a request to Vodacom fibre to cancel my fibre as I relocated on the 13 July 2018. I initially contacted the fibre customer services on the 14th June to inquire about the procedure and was referred to the sales department.

I was informed that the current service has to be cancelled and that I have to re-apply for a new service, which I did, but this application was declined because I was already subscribed.

I spent the next month to try and sort this out and was eventually informed that I was given incorrect information, a simple relocation should have been done instead. I found another service provider and have been trying to cancel this fibre for 3 months now.

I was eventually contacted and submitted all the required documents on 8 August but nothing has been done since, this despite many phone calls where I had to repeat the story over and over again and being told the request is being escalated.

On 21 Aug I again spoke to a representative in the sales department and was promised they are attending to my case and a Manager will be in contact. A week later I have still not heard from any Manager (they are NEVER available when you ask to speak to one). On Friday 28 September I finally spoke to a Team Leader who informs me the cancellation request was submitted on the 25 September (2 months after my initial request to cancel) and was promised that he will look into the situation. I am also told there is no guarantee that I will be credited once the fibre has been cancelled.

It seems employees have no clue of Vodacom procedures as I was continuously given incorrect information. I am waiting in anticipation to see if the Team Leader will keep his word to contact me this week to sort out the problem.