Worst service ever

Beyond frustrated and fed up with Vodacom we have been clients of Vodacom for more than 15 years but at this point we are about to cancel all our contracts and move to another provider.

On 22 June I called the customer service desk to find out about international roaming and if it is active on my line because with my last upgrade a 3rd party to Vodacom changed my contract from an open line to a top up line without me knowing. At this point my contract consisted of:

R300 airtime balance 200min 2.4gig data 90% discounted 100mins 90% discounted 10gig data free CLI Cost was under R400 because I did not take a new handset

While chatting to the lady I asked if she could change my line back to an open line and she said yes, she will even wave the fee. I asked if everything will remain the same, the cost, the add on 90% discounts etc and she said yes and the R300 airtime will be credited to my account, but she will let the change take place on 01 July to avoid extra costs.

01 July comes and only my 90% discounted 100mins is activated and my CLI is now charged, they added contract cover and my contract is now about R100 more. So the 90% discounted data is gone and the R300 airtime.

After numerous calls and I mean numerous to customer service, cancellations, retentions and a 3rd party - rewards and I dont know how many escalations and broken promises of call backs and feedback they decide they are going to move my line back to a topup so that I can get everything back as it was but from 01 August.

01 August comes and now my 90% discount 100mins is also gone. I called in again, was diverted to 4 different departments and spoke to 5 different people, ended up at retentions again. This time the guy was disgusted by the amount of service requests over the past month+. He also wrote another LONG service request, also promised to call me back, it is now 08 August and still nothing.

Clearly sorting out my issue is not a priority and the agents you speak to indirectly make that very clear. One lady even asked for my number 4 times while I was speaking to her, which means she never really even opened my account.

A mistake of one agent who was not trained properly has become my time consuming problem. Numerous calls, every possible department and probably more than 10 different people and the problem has only gone from bad to worse. One day while driving from Cape Town to Knysna I called, when I reached Mossel bay the call ended with a broken promise of the issue being sorted within 3 to 5 days that is about 4 hours spent on a call being pushed from pillar to post, that was the middle of June - a VERY LONG 3 to 5 days

Has anybody else experienced this and have still not had their issue resolved or have just given up due to the poor service or lack of attention?

We will be cancelling our contracts with Vodacom as they expire after being clients for more than 15 years. We cannot continue paying for such bad service.