Vodacom poor service

The worst organisation ever to deal with is Vodacom. I will copy a letter written to them and still it does not change a thing in the pathetic service. There is not even a hint of an improvement. If it was not for the efforts of Mark Kopps I would have taken this route a long time ago.

I cannot believe how cold and unconcerned Vodacom is towards the awful experience a customer is having with them. The worst is that they want to inconvenience me for their poor and unprofessional lack of service.

RE : FIBRE INTERNET PROBLEMS / 30 KERK STREET, GEORGE I am forwarding you with this letter to formally state my case in cancelling my fibre connection with Vodacom. This is due to the fact that your organization has been in breach of contract from the onset and that you have never succeeded or demonstrated any real effort to resolve the issues I have had from the beginning until now. I have cancelled my internet services with another company to sign up with Vodacom for fibre internet. The only thing that you have succeeded in doing was to sign me up with your company and from thereon nothing ever was as agreed upon. When I approached you from the onset I have been provided with incorrect information. I will mention two things that were blatantly wrong information or omitted information. 1. I have explained the reason for my interest to sign up for fibre internet. The reason being that I have an internet radio and I need consistent connection, uncapped and unthrottled. I was given the assurance that there is no such limitations when joining fibre internet through Vodacom. 2. The installation costs were also wrongly communicated to me. When installation was to be done the contractors was charging additional costs for installation to the amount of R 50.00 per meter if the installation exceeds a distance of 30 meters. I requested from your office who gave me the assurance that it was not the case, and yet when the line was installed the very same issue was raised and at the end the installation was only done after I had incurred the costs (which I was told is not be charged). Both these issues are very relevant to show how unprofessional and incorrect the handling of the installation and information was. This was just the initial problems. Then the installation was done. From then on I can write a book of the number of times I communicated with you the problems I experienced with the internet connection. I will list these problems briefly 1. The internet was not up to speed 2. The internet connection was very intermittent 3. I never got any feedback from anybody. 4. The number of calls logged with your organization just added to the frustration. Sometimes you just get disconnected whilst talking about your complaint. For them to resolve your issue is to give you a SR number which is never acted upon. 5. There is no support at night. This is frequently a problem when the internet is intermittent or completely disconnected as is the case currently – Tuesday since 22H45 up to and still off at 00H55. 6. I called for a site meeting with Vodacom, Frogfoot, and the contractors who installed the line and Vodacom did not even respond to this at all. 7. I have visited your branch in Garden Route Mall for assistance and even they were amazed at the poor response and handling of the matter. I walked away there everytime without my problems being resolved. Only promises which never materialized. 8. I decided to cancel my internet with you and your company felt that you want to hold me responsible for a two year contract which you were in breach of and unable or unwilling to resolve. 9. By chance my conversation in your local branch was overheard by an area manager who then tried to put me in contact with one of your technicians. A certain Mr Kopps was trying to assist me and for his efforts I decided that I will remain with Vodacom. 10. I even decided to migrate to a higher internet connection with the expectation that my problems will be resolved. And yet here I am having the same problem and having to consider my contract with Vodacom which is no longer ( and has never been ) honored by Vodacom. 11. I still have loss of internet connection and poor performance in line speed and needless to say no service assistance at all.

I am sending you this letter to let you know that within 48 hours of sending this letter, if I had no response personally to have this matter properly resolved (i.e this line to be cancelled and me to be provided with proof of cancellation), I will take this matter to Hello Peter and Facebook. I will also not be liable for any further costs in this matter and I will dispute any costs already incurred for which I have not received the service I was contractually entitled to. I was not treated professionally and fairly. I made all the sacrifices and feel abused by your lack of service. Money deducted from my account was the full monthly payment as per agreement, but I did not get the service that I have paid for

PLEASE NOTE THAT VODACOM IS AND WAS IN BREACH OF CONTRACT SINCE THE START OF THIS AGREEMENT. I HEREBY WITHDRAW PERMISSION FOR ANY MONIES TO BE DEDUCTED FROM MY ACCOUNT WHATSOEVER. ANY ATTEMPT TO DO SO WOULD BE SEEN AS ***** / THEFT AND WILL BE TAKEN UP WITH THE LEGAL AUTHORITIES. YOUR LACK OF PROPER SERVICE HAS RESULTED IN ME LOSING INTEGRITY AND TRUST FROM PEOPLE WHO ARE DEPENDING ON ME TO PROVIDE THEM WITH A PROPER SERVICE ON THE RADIO. THIS CAUSED ME TREMENDOUS NEGATIVITY AND LOSS OF REVENUE.

I regret that I have demonstrated a willingness to give you a chance in resolving my problems, but true to your performance from the start, you did not do so and due to the above mentioned I cannot continue with Vodacom as my Internet Service Provider anymore.

I trust that you will see Vodacom’s failure in this matter and that you will respond according to my request by the end of Thursday, 17 October 2019. By failing to respond to this letter / e mail, Vodacom admits to this letter as the letter of cancellation with immediate effect and accept responsibility for any and all repercussions following.

Regards