VODACOM POOR CUSTOMER SERVICE

To whom it may concern.

I am writing this as I am a very disappointed customer. For more than a decade, I have been a loyal customer of VODACOM, even though, I have only had negative customer service experiences with VODACOM. There were many times when I stated that I would not renew my contract, however, they promised me each time that things would be different, and then the VODACOM agents would “apologise” for their terrible service and then claim to “look into the matter”, but nothing is ever done about it. Over the past two years, the customer service has gone from bad to worse!

As my contract with VODACOM for my husbands’ cell phone was nearing an end, I went to the VODACOM store, as I decided to not renew my contract with VODACOM. I was informed that I could not be assisted inside the store with this request, as I have to call in to be assisted so that the contract could be cancelled.

During mid-November, I contacted them and spoke with an agent. I asked that my contract for my husbands’ cell phone be cancelled as I decided not to upgrade my husbands’ cell phone. The lady that assisted me was working from home this day, and I had to wait between 15-25 minutes before she assisted me again as she tended to her “noisy” children in the background. During our call, she frequently placed me on “hold” whilst she tended to her children. Throughout our 15-25 minute phonecall, I had to ask my daughter to purchase enough airtime so that I could not be disconnected from the call. When she returned to the call for the last time, she informed me that everything has been “sorted out”. I asked her if she was sure that the contract has been cancelled, and she said that it was. She also informed me that her supervisor will contact me in order to confirm the cancellation of the contract. To this day, 15 January 2022, the supervisor still has not contacted me.

The 31st of December 2021, I noticed that VODACOM deducted money for my husbands’ cellphone, even after I called them in mid-November to cancel this contract. I contacted VODACOM again, and this time, I spoke with a call centre agent named Keano, and I had to explain everything to him again. After nearly an hour on the phone, he informed me as to what the previous agent did not do and he then assured me that ALL was in order. He informed me that he will give me a written response within three (3) working days, stating that I have been assisted and that my contract for my husbands’ cellphone has been cancelled. Before we ended the call, I asked him about the money that VODACOM deducted and if I will be reimbursed, as I cancelled my contract with them before December 2021, as I was instructed to do so at the VODACOM store. I also informed him that VODACOM was in the wrong! He informed me that this will be looked into and sorted out immediately. He also stated that written feedback will be provided to me within three (3) business days. It has been nearly two (2) weeks and I still have not been provided with the written feedback.

Between 13-14 January 2022, I contacted VODACOM for a third time as I received no feedback from Keano, and nearly two weeks have passed since I spoke with him. Another agent spoke with me, and she informed me that neither Keano or the previous agent that “assisted” me did not cancel my contract, therefore VODACOM will be deducting money again at the end of January 2022.

Personally, I am DISAPPOINTED! I am sick and tired of VODACOM and their terrible customer service. I feel that VODACOM is ripping people off, and they should be ashamed of themselves. I would like to know if this is the reward that I get for being a loyal VODACOM customer for more than a decade? My questions are; how many people have struggled due to VODACOMs poor customer service? How many people have opted not to renew their contracts with VODACOM due to the unforeseen circumstances caused by this ongoing pandemic, but have had terrible customer service experience as I have had these past few weeks. How many more people have to suffer due to a few VODACOM agents that fail to do their jobs properly and assist loyal VODACOM customers to the best of their ability. How much longer must I suffer, and when will I be assisted accordingly?

VODACOM, PLEASE DO SOMETHING ABOUT THIS!