VODACOM MESSED ME UP!!!😡😡😡😡😡😡😡

Greetings,

I trust this email finds you well

My name is Nosipho Mhlanga. I’m writing this email with regret and frustration.

I took a contract with vodacom in February 2022. My contract was meant to end in February 2025, however I decided to do a premature cancellation in February 2024.

Prior to that I called the vodacom cancelation dpt just for clarity on how the premature cancellation work so that I would know prons & cons and also receive the cancellation quote that will end my entire contract with them. Because I wanted to see if I will afford it or not. I was then informed that they will email my cancellation invoice and that’s all I needed to know. Then after settling the bill, my number will be convected to prepaid should I opt to proceed with that number. I then enquired about the insurance as my phone has always been covered, then I was transferred to the insurance dpt where I spoke to a consultant. She advised that I settle my contract bill first so that my number will be converted to prepaid, then I will have to fill in the prepaid form and that’s when I will proceed with my profile but as prepaid this time.

I did exactly what I was told. I settled my contract bill on the 21st of Feb 2024, I filled in the insurance prepaid form as per our discussion and I sent all the required documents to the relevant dpts.

To my surprise on the 1st of March Vodacom deducted R969.57 for the contract phone including insurance, while I paid it off and my number was now prepaid. In the mist of that, the insurance department deducted x2 more than the agreed amount. We agreed about R255 but they deducted R526.72.

I got frustrated and I called vodacom to enquire about the above mentioned, but I couldn’t get through to talk to the consultant because my number was blocked as they said I had a high calling volume to the call centre. I was shocked because my calling volume was high just because i’ve been calling trying to get clarity regarding the premature cancellation and insurance prior to them deducting. And now I was in a crisis but I was unable to be assisted due to the high calling volume I apparent made. How?? I went on twitter, they tried to help but it didn’t work out as I still didn't understand their explanation regarding the contract deduction. They even ignored the insurance deduction. I had to end up borrowing my neighbour’s vodacom number to call and it went through.

I spoke with the consultant but I didn’t understand her and I requested to speak with the supervisor. That’s when the supervisor explained that they deduct even after settling the bill. I then asked but how while I was never informed about this from the beginning when I was enquiring about the cancellation. How come was my number converted to prepaid while I was still gonna be charged after the settlement. And she said she can’t answer about the insurance and that dpt is already closed. The supervisor promised to call me the next day (5 March at 9am) for the escalation and insurance enquiry but she never called. I waited the whole day.

I got frustrated even more and I went to the vodacom store, I was still required to call the call centre using my phone as they can’t help at the store. Well since vodacom blocked me from calling them, they had no choice than to give me their phone. But still I wasn’t assisted. They told me about the same thing and even said they can’t trace the insurance deduction. Imagine! While I have proof that they deducted.

I ended up leaving without receiving any assistance. I then decided to email the person that was assisting me with my insurance. She then said she forgot to explain that I will have to pay prerata meaning x2 for the first month. But first month how? While I’m not a new customer, i’ve been paying insurance for the past 2 years and I was told that my profile will be transferred to prepaid from contract as an existing customer so it will be a continuation but all of a sudden i’m paying prerata as a new client.

I feel misled and ****med by vodacom. They never explained anything from the beginning. Even their settlement form never mentioned that I will still be deducted even after paying the settlement. On top of everything even the insurance dpt never explained that I’ll be considered as a new customer after the settlement and pay prorata.

I had to fight first and go through so much before I got clarity, same clarity that I still don’t understand even now.

I am angry and hurt. I wasn’t treated with kindness and care but I feel like I was ****med.