I write this with regret and disappointment at the vodacom, as I have been client for many years and your customer service is appalling.
From the beginning of this year I have been trying to cancel my contract that should of ended on 31 December 2019. Despite numerous calls to your Call Centre I am still being debited R122,00 up until September 2020. Every consultant at your call center confirms the cancellation has been processed and advises the that the deduction will be stopped and arrear payments refunded. However, to date my debit order as not been stopped nor have I received the arrear payments due to me.
I would appreciated my refund me processed immediately and debit order stopped immediately or I will be forced to take the matter further
CANCELLATION & REFUND NOT PROCESSED SINCE APRIL 2020 - Consumer Complaint for Vodacom - Head Office
RECIPIENT
Vodacom - Head OfficeReply by Marius Hornsveld on 1 October, 2020
Comment Dear Charmaine Naidoo (complaint #6860),
Your complaint dated the 30th of September 2020 refers:
I have exactly the same problem with Vodacom; despite having phoned many times on at least two dates to get my month to month contract for my phone cancelled - including the insurance component - Vodacom did not cancel it and continue to illegally maintain my debit order and contract. To phone 0821958 to cancel a contract is a waste of time as it does not give results for various reasons one of which is that the agents continue to cut the lines. Or, as in your case, falsely promising that the contract has been cancelled. In my case they even refused to give a reference number. One agent undertook to listen to the previous recording of my first instructions and promise to phone me back to confirm that she has followed up the matter, yet she did not come back to me. There is also no way to contact Vodacom by email.
I did however after many attempts get a noreply email dated the 30th of September that my router number has been converted to pre-paid which is correct and what I asked for, but I still haven't received any documentation which states the updated status quo.
If I do not get the issue resolved via this forum, I will have no option but to take legal action against Vodacom. I have also warned an agent that I have the right to go to all the media to my disposal to make this state of affairs public if Vodacom refuses to cancel my contract for my phone as requested.
If you have a solution for me, I would like to hear from you as I doubt it that Vodacom will read this and come back to me to resolve the issue.
Your complaint dated the 30th of September 2020 refers:
I have exactly the same problem with Vodacom; despite having phoned many times on at least two dates to get my month to month contract for my phone cancelled - including the insurance component - Vodacom did not cancel it and continue to illegally maintain my debit order and contract. To phone 0821958 to cancel a contract is a waste of time as it does not give results for various reasons one of which is that the agents continue to cut the lines. Or, as in your case, falsely promising that the contract has been cancelled. In my case they even refused to give a reference number. One agent undertook to listen to the previous recording of my first instructions and promise to phone me back to confirm that she has followed up the matter, yet she did not come back to me. There is also no way to contact Vodacom by email.
I did however after many attempts get a noreply email dated the 30th of September that my router number has been converted to pre-paid which is correct and what I asked for, but I still haven't received any documentation which states the updated status quo.
If I do not get the issue resolved via this forum, I will have no option but to take legal action against Vodacom. I have also warned an agent that I have the right to go to all the media to my disposal to make this state of affairs public if Vodacom refuses to cancel my contract for my phone as requested.
If you have a solution for me, I would like to hear from you as I doubt it that Vodacom will read this and come back to me to resolve the issue.
COMPLAINT #6860 - Contract Issues