Vodacom mismanaged

My work has closed down and I’m in the process of getting retrenched. I wanted to pay my Vodacom contract upfront as tuff times are ahead. I called to find out how I can pay the balance of my contract (13 months). I specifically told the agent who assisted me on the call on (Thursday the 23rd of July 2020 in the morning) that I just want to pay the balance of my contract upfront and keep the contract running until the contract period is over. Any shortfall would be deducted off my account, the way it has being for the past 15 years. The agent said that they would email me the forms and to follow the process.

I made the payment as per the premature cancellation quote I received from Vodacom yesterday ( Monday the 27 July 2020) and emailed the documentation regards to the email address provided. This morning ( Tuesday 28 July 2020) I receive a sms from Vodacom saying that my number has being moved to Pre-paid? I used the Vodacom app to contact you. The number 082111 doesn’t exist yet it on the sms, your website and app. The 082135 number is all automated and you can’t speak to a agent, the cancellations number doesn’t help Pre-paid. After 40 minutes on calls finally got through to a agent at bussiness section who transferred me to cancellations ( 30 mins on call ). Eventually I spoke to a agent who told me that by paying the premature cancellation it cancels my contract and put me to Pre-paid.

I got so crazy when the agent told me that !!! I specifically asked for this not too happen on numerous occasions when I logged the first call with your agent!!! ( I hope you have recording?) The agent I dealt with gave me all the wrong information!!! I’ve now pay nearly R12000.00 invoice and I don’t have a contract any more!!!

After chatting with yet another agent it turn out that I was given the wrong documentation. She has escalated the matter. She said that Vodacom would credited the amount paid off my contact and that they would put my contract back in place.

It has being very frustrating as I just wanted to save myself a massive monthly debit off my account by paying upfront! I was given incorrect information from Vodacom and now I’m sitting with a prepaid cell number until you guys sort this mess out!!!

I’m pretty sure that the consumer protect act protects us from misinformation! I have ever intention of taking this matter further.

It takes hours to get a hold of someone at Vodacom who actually wants to help and knows what they doing. How long do I need to wait for my contract to be put back in place now. They say 2-7 days?

They mess up and the customers suffer!!!