I have made every effort via the call centres to cancel a data contract that was up for renewal in January 2021.
I initiated this cancellation from my first call on 22 December 2020, followed by numerous more calls up until it was confirmed to be cancelled, but I found that even though I was told the contract was cancelled it was not.
I made many recordings with the call centres of Vodacom and Mondo that state my very clear wish to cancel this contract.
I have been very clear with all parties that I did not wish for this contract to continue in any form.
On a call on 29 December, 2020 the call centre agent assured me that this contract was cancelled and that I would receive confirmation within 24-48 hours, which I did not - I have a recording of this call.
On a call on 13 January 2020, another agent confirmed that this contract was not cancelled because they have not received back a package shipped to me, which I refused to receive since I made my wishes clear that I want this contract cancelled even before this package was shipped. I recorded this call.
My calls to the call centre have been terminated by agents several times without even attempting to resolve this issue. I have recordings of agents hanging up on me several times after waiting to speak to agents for 10-15 minutes at a time.
In a call to Mondo on 19 January 2021, it was confirmed that this contract was cancelled and that I had to contact Vodacom to confirm this. This call was recorded.
The Vodacom Agent at cancellations was extremely unhelpful and told me to go into a Vodacom store as she cannot help me and then cut off the call. This call was recorded.
I have recordings of all my calls with Vodacom and Mondo.
To date I spent hours on the phone on the following dates trying to cancel this contract:
22 December 2020
23 December 2020
29 December 2020
13 January 2021 numerous calls
19 January 2021 numerous calls
On each of these calls, I made it clear that I wanted this service terminated and not renewed.
On 19 January 2021, the social media service department confirmed that this contract was cancelled, which has now turned out to be untrue. Please see the transcript attached.
Since then, numerous charges have been deducted against my bank account against this contract.
The Vodacom social media service informed me that this contract is still active and will be until 2023 despite my every effort to cancel this.
I do not want this service, I have indicated this in many calls, correspondence and on the social media service page.
I don’t understand why Vodacom will not cancel this.