Vodacom's blatant non-compliance to specified request at Cancellations Dept!!

My husband and I visited the Vodacom shop at the East Rand Mall on 21 February 2024.

Where-upon we called the cancellations department @ 13:321 and spoke to Thembelani Mkhize and requested the following number (***)TO be cancelled. We do not want to upgrade this contract and gave a 30 day notice period.

I could not stress enough that it should be cancelled more than 3x during our conversation and yet still, this number as seen on the below mail. She still added it as a prepaid number and not a cancellation. I made it completely clear to her that we do not wish to have a prepaid but a cancellation!

Then I requested an email with confirmation that the cancellation has been done. She mailed me that same day and informed me that this number will be on a pepaid!!!! I copied the mail and will paste it here for your perusal:

*** Feb 21, 2024, 1:32 PM (9 days ago) to me

Hi Steven Steenkamp

We have received your request to convert *** to pre-paid. It has been logged and will take effect on 2024-03-31 13:30:41. Please note that any outstanding usage costs will be billed in the next month's billing cycle.

We recommend you use any remaining minutes and data before this date as it will be lost during conversion to prepaid.

For any queries, please call Cancellations on ***.

Kind regards

Vodacom

My mail following refers:

I rep**** to her email on 27 February and also sent the mail to customer care as well as the CEO. Requesting they listen to the recordings and come back to me as soon as possible with a confirmed cancellation of this number.

I also added my cell no. *** or my husband's number *** to confirm.

At the end of my reply mail, I added the fact that:

If we do not have any feedback within that same week ending Friday, 1 March, 2024, they will leave us no other option than contacting Hellopeter and lodge a formal complaint.