Vodacom - Promises but no personal care

Cancelling a contract with Vodacom turned out to be like an episode of Survivor.

My mum's phone has been paid off several years ago. To safe cost we decided to move to alternative provider. We went to a "Chatz" store (19 Oct) where we informed to call Vodacom for a "Premature Cancelation" as they are unable to do this at the store. We called, were informed that certain forms will be emailed plus the small amount for early cancelation. The staff at Chatz were very helpful, they printed the forms, loaded these on the Vodacom system and we were able to make payment of R634.99 at the store. However, the promise that we will receive a SMS in 48 hours did not happen.

Calling Vodacom today (24 Oct), the initial consultant saw the uploaded documents but was unable to see the payment. So, we had to call the Billing Department. Several attempts with "Tobi" (the bod), no option to speak to a Billing consultant, calling the initial number again (same problem), asked to call the general number, no luck, calling the first number again.... At least we spoke to someone who took the initiative to call finance herself. However, we still have to wait until end of the month for a settlement letter. But that time, my mother (in her eighties) will be back home and we can't support her with the tansition. In other words, more than an hour at the Chatz store. today more than hour and half.

Clearly, no integration of information, no ability to clarify the payment made, no understanding of assisting an elderly person who got more anxious with the multiple calls.