Vodacom is a mess

So this all started when I decided to move 2 of my phone numbers to MTN because I felt I was not getting any value for my money at Vodacom, I’ve been with them since 2004.

I moved 2 phone numbers to MTN on the 16 September. The MTN guy did all the correct procedures on his side to move my number to MTN and close the 2 line at Vodacom. On the 9th of October, I get a call from Vodacom say they will reduce my rates on the other 2 lines I have at Vodacom. The guy on the phone said,” I’m not selling you anything...” I thought nothing of it. He also did not mention anything of a contract either or contract period. So all seemed good I have 2 numbers at MTN were I’m happy with their service and value, so far, and I have my rates reduced on the other 2 lines at Vodacom.

Now all the problems and headaches begin. I wanted to apply for an upgrade on the 2 lines at Vodacom around the 18th of October, when the contracts should have finished, but I found out the guy who called me from Vodacom on 9th of October, put me in a contract. I was very unhappy and furious because the rate reduction was on R6 on each line, which isn’t really a reduction, and he never mentioned a contract most importantly. I tried calling in to solve this problem. I spoke to at least 11 consultants from all their unrelated and disconnected departments at Vodacom’s useless over the phone support. All of them told me it would be done as soon as the call ended, but nothing was done. I even asked for a reference or SMS reference to ensure they are actually doing a contract reversal, as Vodacom usually would SMS you if anything is being done with your account, but I got nothing from them except they said I must use their name and the time of the call as a reference, like it would help me. Makes me believe they were not actually doing what I asked them to do. I eventually got a contract reversal on the 22 October after many many phone calls. I hope this reversal was successful as it still says I’m in a contract till 2022 whenever I call in and at their stores. I’m very confused and uncertain if the contract reversal worked?

Now to the other headache regarding the numbers I moved to MTN. So I got my bill from Vodacom at the end of October and I was shocked to see that they are still charging me for 4 lines. I was furious because it is quite a lot of money especially since I am only using half the numbers. So I called Vodacom to try fix this problem. Nobody understood what was happening with my account. After many calls, I figured out that the 2 numbers that I moved to MTN were now random phone numbers on my Vodacom account that I have never seen or used in my life. The 2 random numbers on my account are being charged for the same packages that my old numbers were charged at Vodacom and there is no usage for these numbers since the were added to my account. I tried tell this to numerous consultants at Vodacom, but non of them know what to do and keep passing me on to other consultants from different departments, or, they say they’ll look into it and will call me back as soon as they could fix the problem. Nobody has called me back. They suggested I send in a ***** Dispute to Vodacom. I did so but they said these numbers are mine and have been with me since the day I joined Vodacom, but I have never had these phone numbers in my life. I also never received statements and invoices from Vodacom via email since October. So don’t know what they are debiting off my account but it is definitely the wrong amount.

I am currently trying my hand at another ***** Dispute because the call-in support do not know what to do. I tried to explain what is happening regarding the random numbers on my account that have the same packages as my old numbers. I want these numbers to be cancelled and a refund for the months they have charged me for these numbers. That seems to me to be the correct thing for Vodacom to do. I also want Vodacom to tell me if the other numbers on my Vodacom account are still in a contract.

I do not know what is going at Vodacom these days but it stinks. I do not feel they value their customers and they intentionally make it difficult for you to get exactly want you want. I really hope someone from Vodacom can see this and realise that they are making their customers unhappy and that they need to work towards fix it.