Vodacom - Please help me with my problem that has not been dealt with or sorted since March 2020

I have sent various mails addressed to the CEO at Vodacom since 13 August and I am still waiting for a response. I do not know who else to turn to, to sort out my problem since March 2020. I also mailed ***.

I have made numerous calls to vodacom and also visited the branch at the East Rand Mall 4x to try and sort out the incompetence from the cancellations department. To date I have had no joy. I thought if I mail the CEO directly at least then my problem will be sorted out.

If even the CEO is not able to help me, then who is?????

Thursday 13 August 2020, I visited the branch at the East Rand Mall yet again to get this account sorted. I phoned the accounts department and spoke to Miphoned again today and spoke to Mikaylin Chetty who was very helpful and explained the situation to him. He agreed with me that I should be credited for the billings on these numbers as I have cancelled them. My daughter is using number *** on this same contract and because our accounts is in arrears according to your *********** department her data gets suspended and hence my eft on 26 June just so she can have data and is able to get hold of us. We need to be in contact with her at all times. Mikaylin was so helpful as to lift the hold on my daughters number in the interim. He then advised me to call the cancellation department again and get this sorted as there is nothing else he can do from his side.

I called cancellations and spoke to Cindy. I explained the whole situation to her and insisted that I want to speak to a manager. She said the only thing she can do is mail a manager to call me on my cell ***. I told her I am at the branch and waiting for the call so she must relay this in her mail to the manager. This was at about 9:30 in the morning. As I am writing to you, I still have yet to receive any calls from anyone let alone a manger.

After half an hour I called again (still in the vodacom shop) and spoke to Zama in the cancellation department and told her the full story and that I spoke to Cindy and I am still waiting for a manager to call me. When I initially spoke to Zama and she pulled up my account she immediately said to me your accounts is in arrears! I said yes I know and explained the situation. I asked her to please make sure this is now finally cancelled as I have phoned 6 x times and been to the shop 4 x times already about the same problem!!!!!! She said I cannot help you cause you are in arrears!!! I am not going to do anything until you pay your account!!!!! I lost my cool and said to her, I have explained it to you twice now and maybe you do not understand English. She said all she can do is mail a manager to call me urgently. I AM STILL WAITING.....

My husband had this account for many years with Vodacom and I have 1x account with Vodacom (NA099579) also for many years. You can go back in our history and we have never missed a payment.

I am appalled with the service we have been receiving since March this year and the aggravation just to cancel 2 numbers on our account.

This was my last paragraph to the CEO - (bare in mind I have still not received any calls or feedback from anyone until now Sat 15 Aug @ 10:15) - I am awaiting your urgent response on this mail and then I am sending my mail with your response to Hallo Peter and the Ombudsman. This is outrageous and unprofessional to say the least.