Vodacom has lost its 8 year customer with continuous poor service

PLEASE DO NOT TRUST VODACOM AT ANYTHING THEY SAY OR DO TO HELP YOU UNLESS THEY MAKE A BUCK WHEN YOU NEED THEM MOST!!!!

As I have learnt painstakingly over the past two weeks is that Vodacom has different departments that do not communicate with each other what so ever. During this pandemic I spoke to collections just to halt payment for their six months plan and was then told I cannot but that they will hold it for one month. All they did was take my debit order off so that it would bounce the next month thus in turn putting me into arrears. The following month after learning this and emailing customer care as well as the collections department, nothing was addressed and not even one mail to state investigations will take place.

After numerous phone calls emails (Each time was told to send my documents to different departments) and even more time and frustration build up as to how and why my account "freeze" has not been implemented, I spoke with a Sean, apparently a customer care manager who still never got back to me after promises made and even witnessed how collections do their own thing on a three-way call. The one lady stated she just got a message to change my account to prepaid yet completely cancelled my networks but did not question the procedure as to why (you convert to prepaid when temporarily suspending accounts and lose all contract airtime or data) and if it is even the correct protocol as I was still under contract. This is almost a week ago and the 6 month COVID-19 relief still was not implemented nor did I have Cell signal for Data(first two days was both) yet the lady just gracefully changed me to prepaid as that was all she was told to do with no luck I might add.

AND THIS IS WHERE MY FRUSTRATION LIES!! Everyone is working from home so even less communication, yet my new invoice for may 2020 has now been raised to R200 extra from god knows where when they were supposed to suspend the account, still no feedback despite numerous calls messages saying it has been escalated and to top it off, I was charged double for a mistake that Vodacom has made. All this in a time when Being laid off and companies are supposed to be there and Empathise with their customers has done the complete opposite. Vodacom a company who has made double the profit off the pandemic due to everyone using more data and internet has shown how greed and a lack of proper customer service can literally ruin lives by putting others in arrears due to lack of training, communication. All this after 8+ years with more than a dozen contracts throughout. Truly Shocking how the businesses true colours come out.

I am now Consulting legal advice and truly hope people will learn from this experience to always follow up and have everything in writing as companies cannot be trusted.