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Kevin R

1 reviews | Active since Apr 2024

01 Apr 2026, 19:38

Vodafone Fiber - Billing Dispute, Failed Cancellation Reversal, and Service Disconnection

I am writing to formally lodge a complaint regarding my recent experience with Vodacom Fibre. This matter involves a billing dispute, a failed cancellation reversal, and the unjustified disconnection of my service.

I have been a loyal Vodacom fibre customer for years, which makes this experience even more unacceptable.

In March 2026, I received an official invoice via the Vodacom app clearly reflecting a 12-month discounted fibre rate of R499, reduced from approximately R980. This was a valid invoice with all relevant invoice and reference numbers.

Based on this, I took the following steps:

I emailed Vodacom with the invoice as proof

Sent the invoice via the 082 email channel

Contacted customer care to query and apply the discount

Requested that my existing cancellation (scheduled for end of March 2026) be reversed, as I wanted to continue the service under the offered rate

Despite providing all documentation, no one could assist:

Customer care had no knowledge of the offer

The retention department was unwilling to investigate or assist

I was passed between multiple departments (retentions, sales, support) with no resolution

Agents provided conflicting and incorrect information

I escalated the matter via email, requested intervention from management (retention manager, sales manager, or fibre service manager), and received an SR number — but no response.

On 1 April 2026, after specifically calling again and requesting confirmation that my cancellation reversal was processed, I was assured that it had been actioned.

Despite this, my fibre service was disconnected.

This clearly shows that the cancellation reversal was either:

Not processed correctly, or

Ignored entirely

Further failures in service include:

Calls to the retention department being dropped

A manager (Zahir) promising to call me back and failing to do so

Contradictory information from different agents (told to wait 48 hours vs told it was too late)

Being instructed to apply for a completely new fibre line instead of correcting Vodacom’s error

This is unacceptable. A cancellation reversal is a standard internal process and should have been handled properly. The failure to execute this directly resulted in my service being cut off.

There appears to be a serious lack of accountability, ownership, and basic customer service across all departments involved. The retention department, in particular, failed entirely in its purpose.

Key issues:

A valid discounted offer was issued but not honoured

No department could trace or act on the invoice

My cancellation reversal request was not properly processed, resulting in disconnection

No follow-up, feedback, or management intervention was provided

I require the following:

Immediate investigation into the invoice and discounted offer

Urgent restoration of my fibre service

Proper correction and confirmation of the cancellation reversal

Written feedback from a responsible manager

Accountability for the failure in service delivery

This situation is completely unacceptable and requires urgent resolution.

0
Replies (2)
Vodacom
Vodacom's reply02 Apr 2026, 08:10
Official
 
Dear Customer, 
 
Thank you for making us aware of your complaint. 
 
Kindly be advised that a consultant will make contact with you in due course to assist with your query. 
 
***Please note*** Beware of phishing ****s. 
 
Vodacom will not contact you via Whatsapp to request your personal details 
 
Regards, 
 
Vodacom Consumer Website Team 
KR
Kevin R's update02 Apr 2026, 18:52
Reviewer Update
Dear Vodacom,

You present yourselves as having top-tier customer service. In reality, this is the worst customer service I have ever experienced.
Your core staff are completely disconnected from one another. No one communicates internally. A customer is forced to go through multiple agents, receiving different responses each time, while no one actually understands what is happening.
Your structure is so fragmented that even your own staff do not know how to navigate it. You have decentralized everything into isolated tasks, but from a customer’s perspective, it is completely disorganized and unmanageable.

The majority of your staff operate like robotic chatbots. They are no better than a chatbot. They cannot assist beyond basic, repetitive queries. Anything outside of that, they are unable to handle.

They do not respond. They do not call back. They do not follow through.

They make promises they cannot keep. They provide information that contradicts what is actually possible. They do not verify information — they assume. Constantly.

Customer complaints are not taken seriously.
Each department handles only a small fragment of an issue, and none of them are connected. There is no ownership. There is no one who looks at the full problem and resolves it end-to-end. And if such a department exists, it is not functioning.
This is how bad your service is.

You have no real concept of customer service. You have no real concept of a retention department. I have interacted with multiple individuals in retention, and they are no different — ineffective, unhelpful, and ultimately frustrating.
“Escalation” is just a word in your system. It has no meaning. It produces no results.

Do you believe customers cannot recognise when service is this poor?

Here is the core issue:
I received an official invoice from your company confirming a 12-month discounted fibre package at R499. I submitted this through your official communication channels and raised it with your retention department. Nothing was done.
Your staff are restricted from actually helping customers. They cannot reach the people who can resolve issues. As a result, nothing gets done.
Then I am told “their hands are tied.”
Your systems are not autonomous — they are operated by people. You are capable of overriding actions when necessary.

Yet:
  • You terminated my service
  • You deleted my information
  • You did this after I explicitly instructed you to stop the process.

This was done without urgency, without accountability, and without any meaningful escalation.

There is no urgency in your escalation process. There is no urgency in your departments. The approach appears to be simply to wait out the issue rather than resolve it.

That is what your customer service amounts to.
You do not have a functioning customer service system. What you have is a system of people operating like chatbots, without ownership, without accountability, and without the ability to resolve real issues.

I expect a direct, accountable, and complete response to this matter.