Good day,
I have been a loyal Vodacom account holder for many years up till now and have never experienced such total incompetence and disregard for client service as was experienced from your customer care department, regarding the simple cancellation of a contract that was no longer needed.
The contract account number is I5812446-6 and the number for which cancellation was requested was 27824524731.
The first request for cancellation of this contract was lodged on the 4th February 2020 and a payment of R337.00 was required to effect this and paid via eft on the 4th February 2020.
On the 5th February 2020 at 09h21 another follow-up call was made to the Vodacom cancellations department to confirm the status of the account during which I was assured that the account will be cancelled.
After the initial cancellation calls on 4th and 5th February 2020 nothing happened and I then received a collection call from Vodacom after which I was required to make another payment of R169.00 to activate the cancellation, which payment was made by eft on 14/03/2020.(Call was handled by Sanele Songo from V CONTRACTOR who made the call and required the payment.
The aforementioned payment was acknowledged by Sanele Songo on the 14th March 2020 at 12:14 pm as can be seen from correspondence following below.)
Here below is some email history of what transpired during this period:-
i)Songo, Sanele, Vodacom South Africa (External) <Sanele***@vcontractor.co.za> Sat, Mar 14, 12:14 PM
To: Christine Bezuidenhout
Good day
Thank you for your email. We have received notification of your payment. Please contact our cancellations department for contract cancellation on 0821958.
Regards
From: Christine Bezuidenhout <christine.***@gmail.com>
Sent: Saturday, March 14, 2020 12:01 PM
To: Songo, Sanele, Vodacom South Africa (External) <Sanele***@vcontractor.co.za>
Subject: Acc I58124466. I'd 6403070085089
Christine Bezuidenhout <christine.***@gmail.com>
Mon, May 11, 2:19 PM
to: Sanele Songo
Good day,
Please confirm cancelation on this account.
Await your response
Christine
ii)From: Christine Bezuidenhout <christine.***@gmail.com>
Date: Mon, May 11, 2020 at 2:19 PM
Subject: Re: CANCELLATION Acc I58124466. I'd 6403070085089
To: <Sanele***@vcontractor.co.za>
Good day
Please confirm cancelation on this account.
Await your response
Christine
On Sat, 14 Mar 2020, 12:00 Christine Bezuidenhout, <christine.***@gmail.com> wrote:
Good day
Please be so kind to assist
To close account.
Payment was done via EFT
See attached.
Please confirm receipt, and Cancelation.
I still have active accounts with you..
Regards
Christine Bezuidenhout
060 974 9753
iii)From: Christine Bezuidenhout <christine.***@gmail.com>
Date: Mon, 15 Jun 2020, 13:21
Subject: Fwd: Acc I58124466. I'd 6403070085089
To: <custom***@vodacom.co.za>
Good day
Hope this finds you well.
Please hope someone can assist me to cancel a contract.
On the 14/3/2020 at 11:56 I sent an email with confirmation of payment of account
Sanele***@v.contractor.co.za
She confirmed that she received the payment.
I phoned in to the cancellation department time of call 14h54 (0821958) see record of call on 060 974 9753,
please listen to calls made to Vodacom cancellations, they tell me that the query will be escalated.
They confirm that contract will be cancelled.
On the 12/05/20200 Another call was made to cancellation.
People that I spoke to was Nomfondu, Deneze, Coner, Cytlin,
On the 12/06/2020 another call was done. As its now more than 48H after request no one ever
come back to me.
Please just cancel this contract it's not in use.
Thanks.
Despite the above, this matter could sadly not be resolved by Vodacom up till now as the current account status indicate that the account is still active and another payment is now due for payment before the account can be closed by end November 2020 -(see details of the Final Letter of Demand, accounts and current statement of account below):-
i)2020-09-30
Christine Bezuidenhout
1 DIRK VILJOEN STREET
CENTURION
Hennopspark
0157
FINAL LETTER OF DEMAND
Vodacom account number: I5812446-6
Capital outstanding: R 686.09
Balance of subscription: R 0.00
Hardware balance: R 0.00
Total amount due: R 686.09
ii)Tax invoice
Account number: I5812446-6
Cellular number: 27824524731
Invoice number: H7-NRYB9
Invoice date: 28/10/2020
Due date: 31/10/2020
Cellular Number : 27824524731 CHRISTINE BEZUIDENHOUT
Description Amount Discount Subtotal Total
Subscription Charges
Total Subscription Charges 0.00
iii) Tax invoice
Account number: I5812446-6
Cellular number: 27824524731
Invoice number: H7-PAH8R
Invoice date: 01/11/2020
Due date: 30/11/2020
Cellular Number : 27824524731 CHRISTINE BEZUIDENHOUT
Description Amount Discount Subtotal Total
Subscription Charges
Airtime Subscription - uChoose Smart XS October 23.70 23.70
Airtime Subscription - uChoose Smart XS November 146.96 146.96
Total Subscription Charges 170.6
4)Statement
Account number: I5812446-6
Statement Date: 03/11/2020
Account summary:
Date Description Item number Reference Amount Total
04/10/2020 BALANCE FWD 686.09 686.09
27/10/2020 Payment SCB8040871 V105600871 -686.09 0.00
28/10/2020 Invoice H7-NRYB9 824524731 0.00 0.00
03/11/2020 Invoice H7-PAH8R 824524731 196.26 196.26
As you can see from the above, this situation is making a sad mockery of Vodacom's customer care department and its effective ability to resolve simple issues as in this case.
Since the onset of this supposedly simple matter, I already had to make additional total payments to the amount of R855.09 (R686.09 & R169), now with another payment of R196.26 billed for November 2020 on top of the initial required payment of R337.00 that was made on the 4th February 2020 in order to get the subject account closed off and cancelled in the first instance.
I am virtually harrassed by Vodacom's inability to finalise a simple matter by way of having to make various unsuccessful attempts from my side to get this matter settled, but it seems that Vodacom is attempting to fleece even more payments from me and making it virtually impossible to get rid of an unused account that is not needed anymore.
You can take the liberty of accessing my account profile in the hope that recordings of all relevant conversations on this matter can be retrieved for review as I was notified to be the case for quality control purposes.
I want to request your urgent acknowledgement of this communication in order for me to establish that something can be done at least on your level to resolve this nightmare and then in all fairness also request that you repay all the unnecessary payments made after 4th February 2020 as a result of this unprofessional and pathetic example of customer care and unfair treatment of me as your client.
I regrettably see you as a last resort to resolve this matter in a businesslike manner, failing which I will have to approach other options to safeguard my interests and good credit record that may be tainted as a result of this really distasteful situation.
I will urgently await your response to the above.
Kind regards,
Christine Bezuidenhout
0609749753