vodacom LIGHT YEARS away from customer centricity!

I upgraded my cell phone contract with vodacom in May 2017, via direct telephone call with vodacom. I was not requested to sign any documentation and was not forwarded a copy of our telephonic agreement of terms and conditions.

Two months ago I started engaging with vodacom to resolve the following 3 issues I have with vodacom. I have chased these issues every week and sometimes more often in a week but all I have gotten is closed calls and ridiculous comments from the consultants who closed each query which clearly shows me that they did not even apply their minds.

1. I requested a copy of our telephonic agreement so that I could get more clarity on the below points. The consultants again had ridiculous replies as they sent me a copy of a quote, a quote can never be the final contract especially as the quotes they sent me did not contain a material aspect which was agreed to i.e the additional data bundles which clearly appears on my monthly statements but is not on the quote. I pointed this out to the consultants every week but clearly there is no application of minds at vodacom.

2. Unauthorised charges monthly to my existing contract. I did not agree to an increase of 40% on my existing premium for additional data and minutes. This increase has been forced onto me without even an affordability check having been done which contravenes the National Credit Act SA.

3. Poor network where I live. This is a matter i have on record having started querying for over a year now. a consultant offered me the option to cancel but when i called with the reference number to cancel then i was told that that was not logged as an option!

I have always been a strong supporter and promoter of vodacom by word of mouth however i have come to realise that vodacom is LIGHT YEARS away from achieving any form of customer centricity as I am a long standing customer of vodacom and received this treatment in the last 2 months. I now only request a cancellation of all of my contracts with vodacom as I am appauled to have to be treated in this way. I have emailed all the above queries as well and vodacom chooses not to reply so that i cannot go to an ombudsman on these issues. Again appauling customer service and shocking level of customer centricity ( a terminology im very sure they have no idea about).

Shiksha