Worst Service

Vodacom Contract Manager

I’ve been a very loyal Vodacom customer for years now I have 2 modem contract with Vodacom, 1 is for 30gig and 2 is for 5gig

In December 2019 I went to Vodacom outlet to request for a debit order cancellation for both contracts and also cancellation of 30gig contract.

1. I was then advised that I need to speak with the call Centre agent / consultant. I spoke to agent number one regarding my request, she confirmed that the debit order was cancelled and I will receive communication confirm everthing . She also advised me that the contract will end in March.

2. I did not receive communication neither message nor email( both cellphone number and email were provided to her)

3. Lockdown happened, I called their call Centre using my Cell C network however I did not succeed due to the change of business operation and that actually made matters worse because I was billed monthly for contract that I requested to be cancelled and I was not provided for

4. After Lockdown Level 4 I again went to Vodacom outlet to query about my request. I spoke with the gentlemen who agin advised me to call the Call Centre because the contract is not cancelled and I’m owing over R1800. When he called them more than once he couldn’t speak with an agent. And I had to go back home without any assistance

5. When I called and yet again with my Cell C network I spoke to an agent who advised me that the 30gig contract is cancelled and I’m owing I was so angry and decided to file a complaint

6. On calling the complaint Centre to figure out what exactly is happening a gentleman logged a complaint and I was advised that in the interim I must pay the outstanding balance since they unable to cancel if the is an outstanding balance and Vodacom will refund me

I did just that I paid R2800 in June and did not receive any communication from Vodacom.

I’ve been receiving numerous calls to upgrade when I asked that contract should be canceled by now, one will say it’s on cancellation process and other will say nothing is done on system that shows a cancellation

My question is

Why Vodacom does not communicate with their customer

Why I was not advised about the outcome of the my first request regarding the changed to cash method details

Why Vodacom does not follow up on customer request

Why I did not receive the outcome of my complaint

I am fed up with them and I will continue to complaint to Consumer Ombudsman if my issue is not again resolved.

All I’m asking for is the refund I cannot allow them to affect my credit score because of their incompetency.