What a disheartening and disgrace service from Vodacom

My rating is zero star. I have been a loyal customer since inception. The contract I took in 2018 was expiring end of September 2020. I called on the 10th of September (which I believe is nonsensical since the system must be designed auto migrate to prepaid upon end of contract) to request for a cancellation. I was advised that the request has been loaded and will take effect end of September, furthermore I was sold different upgrade offers and I mentioned to the consultant that I no longer want to have any Vodacom contract since the airtime doesn’t accumulate if it’s not all used up in a month. He advised of a lesser package of airtime only (i.e. R60 airtime for R35 per month).I settled for that offer. He mentioned that it will take effect from the 1st of October.

On the 8th of October (before my debit order collection date which is the 25th) , I received an invoice of an amount of 223.99, I was alarmed that the cancellation was not actioned end of September as requested, I thereafter called Vodacom on the 13th of October and spoke to Lucia about the invoice received and the cancellation request made on the 10th of September, she mentioned that she will escalate my query to back office, reference ***.

On the 15th of October I received an SMS that my query has been closed without any detailed information. The next day (the 16 Of October )I spoke with Olwethu and he mentioned that he will make a follow on the closed query. I called on the 17th of October and spoke to Babalwa and she advised that there is no open query loaded on the system, I then requested to speak to a superior, she transferred me to Dean. Dean mentioned that he will make a follow up with Bytes and gave me a ref no ***.

On the 25th of October Vodacom collected an amount of 223.99 instead of R35, which imp**** that the effort and time of preventing that from happening by calling several times before the debit order collection went in vain.

I called on the 30th of October and first spoke to Emmanuel (Time 21:30)and requested to speak to a supervisor, he(Emmanuel) hung up on me. Called the again and spoke to Denise (Time 21:36) and requested to speak with someone who spoke my language. She mentioned that she will log a call back request. Nthabiseng called me from the Vodacom Complaints line at 21:44, we spoke and she promised to call me the next day. Indeed she called on the 31st of October and acknowledged the incorrect debit order amount and apologized for the inconvenienced caused and asked if I still want to continue with the airtime only contract. I told her that I no longer wish to continue, she thereafter transferred me to the cancellation team and I spoke to Corrin who convinced me not to terminate the contract and assured me that Vodacom will rectify the incorrect billing. Nthabiseng later (the same day) called again to discuss the refund options, I opted that since I’ll be continuing with the airtime only option, they must credit my Vodacom account instead of a refund to my bank account. She mentioned that the credit will reflect after the November debit order collection. I was expecting no collection in December, but to my surprise I was debited.

I called on the 29th of December and spoke to a female whom I didn’t even hear her name properly, I asked about the 31st of October credit query, she mentioned that there is no credit query created but a call logged to Bytes for a cancellation request. I thereafter requested that I speak to the supervisor since my issue has been long outstanding and running around in cycle, she mentioned that she is working from home but will request for a supervisor to call me.

Today is the 2nd of Jan and still waiting for the supervisor call. I have been very patient with the bad customer service I endure with Vodacom and will be reversing the incorrect debit order collected in October and will no longer continue with them as a service provider going forward.