VODACOM - POOR INSUFFICIENT SERVICE

I have been a client of Vodacom for more than 15 years. The last contract I took out from Vodacom was in November of 2021. The contract, according to the 2 year contract I signed, therefore should have ended in November 2023. I received a message saying that my contract is soon coming to an end and I should UPGRADE.

I would have gladly done an upgrade, but when I went to Vodacom to do exactly that, I was told that I DO NOT qualify for an upgrade. There was also NO INFORMATION on my contract on the system or on my Vodacom App, only the start date, and an email that is older than 15 years.

Since then I have phoned Vodacom, went to the stores, and eventually escalated the issue by phoning Customer Care, and after speaking to an agent, being transferred to the Cancellation department. My email address was successfully changed, but the escalation of my problem has been outstanding since 09 February 2024. I was told by Wanda that I would have feedback within 48 hours, and if not, I should call again. I again phoned Vodacom customer services today, 21 February and was told that there has been no response to the escalated issue.

Today I spoke to Nandipa with Reference number 5-CFT0395TM and she escalated the same issue AGAIN. I also instructed her to put on the system that I will no longer be paying the Vodacom account, which is currently nearly R300 more than my original contract value until this issue is resolved.

Further to my complaint above, your CANCELLATION AND UPGRADE number *** is NOT OPERATIONAL. How is any customer supposed to get through to get things done????

My next step will unfortunately have to be the ombudsman.