Vodacom's terrible Customer Service

<p>I have two complaints towards Vodacom's Customer Service</p> <p> </p> <p><strong>1. Change of ownership - impossible (August 2016)</strong></p> <p>I had a contract that was linked to my father's and wanted to change the ownership to my name. After completing all forms at the Vodacom shop in Brooklyn (Pta), when the consultant (trainee) wanted to process the change of ownership, the system was offline. The next day I received an SMS that the ownership has been transferred. The first statement I then received was addressed in my father's name, however the debit order was deducted from my bank account.</p> <p>I went back to another Vodacom shop to query this, just to be told that they could not help me as I "had to go back to the shop where the change of ownership was processed".</p> <p> When I returned to Vodacom Brooklyn, the consultant eventually told me that there are 2 systems - an “old and a new system”. On the "old system" my number was still under ownership of my father. However, on the "new system" I am the owner of my number. The consultant then promised me that the next month everything will be as it should. This was the case. Well at least that's what I thought!!?</p> <p> </p> <p><strong>2. Impossible to cancel an already expired (month-to-month) contract</strong> </p> <p>I have decided to cancel my contract with Vodacom. I have phoned the "Cancellations number" ( ********** ) numerous times since end Nov and after holding the line for 10min at a time without any answer, I hung up. This happened a few times. This is a waste of time! I work and cannot hold on the entire day for someone to answer a call when this is supposed to be a dedicated "Cancellations number". When I eventually decided to call the Customer Care number (082111) the consultant put me through to the Cancellations and at last I got through to someone... HOWEVER, surprise, surprise... I am not the owner of the contract, my father is!?</p> <p>My father also spent almost an entire day for someone to tell him the same story about the "Old and New systems". Eventually the consultant said that he set everything right and then sent me a “Cancellation Quotation” (13 Dec 2016) – where I am the owner of the contract. I signed the “Cancellation Quotation” and emailed it to the Retentions email. This quote states that “as soon as (outstanding) payment made is reflecting, your cellphone number will be disconnected”. According to the “Quote” I had no outstanding fees, thus according to this statement the number should be disconnected once the Cancellation has been processed.</p> <p>Today, 23 Dec, 10 days later the number is still active. When I called the Customer care line today, the consultant told me that the Cancellation can only be processed at the end of the month when Vodacom has received my last debit order. If this is how it works, then why does it not reflect on the “Cancellation Quotation”? And why can Vodacom open new contracts in the middle of the month and charge you prorate, but they can only cancel a month-to-month contract at the end of the month and charge you the full amount?</p> <p>This should be escalated, however it is impossible to speak to someone higher than a consultant.</p> <p> </p> <p> </p>