URGENT!!!! ATTENTION Shameel Aziz Joosub - I2264606 - NATANIA HOLTZHAUZEN - Consumer Complaint for Vodacom - Head Office

Dear Shameel Aziz Joosub, after numerous calls and facebook messages, I am highly disappointed in Vodacom. I have been a customer for 11 years and this is the service I receive. I am exhausted after talking to several of your staff and no one seems to be able to do their job. The situation is as follows (take note!! For what seems like the 50th time I am re-explaining and repeating myself!) I phoned Vodacom cancellations on 2 Oct to cancel my data dongle / router no 063 771 9347. I was asked if I did not rather want to upgrade as I have been a client of Vodacom for 11 years. Ok, so I placed my trust in Vodacom and I accepted a P40 lite contract under the understanding that I would be able to port my number and use my own number. Phone was delivered on 5 Oct, I went from one shop to another, made phone calls etc just to be told that Mam, you cannot port your number, the number would be 063 771 9347 and there is nothing you can do about it. Great! So what do I do? Mam, you can contact 082 1959 and cancel the contract, they will collect the phone. On 6 Oct I contact 082 1959, spoke to Brightman Biyela, explained the situation, he placed me on hold and spoke to his manager, he came back saying the contract will be cancelled as you were “mislead”. That was his exact words… you were mislead Mam. Great, so the phone will be collected and contract cancelled. Yes mam. On 8 Oct I went to Vodacom shop Cape Gate opened up a new contract with my own number 084 601 0452, got myself the P40 lite like I wanted in the first place as per the telephone deal. Since I cancelled the upgrade on 6 Oct for 063 771 9347 I made several calls as the phone was laying here, no one collecting it. I was told a few times that the phone will be collected, they can’t say exactly when as the courier company has their own schedule. I understood that. On 15 Oct I spoke to Siphephelo Sikhakane who confirmed once again that the cancellation was done on 063 771 9347 and showed on his system as cancelled on 9 Oct at 9:24am. I was once again told that the phone will be collected. On 3 Nov I contact 082 1959 once again as R373 has gone off my account, but still the phone was laying here, spoke to Thantaile Mngnama. She tells me that a cancellation was done on my new contract no 084 601 0452 and not the upgrade no 063 771 9347. She has now escalated the matter and promised me it will be sorted out and they will contact me back. I never once received a reference number, a sms or an email. I was told to take their name and surname as they do not give reference numbers. After speaking to Thantaile Mngnama on 3 Nov, I also sent Vodacom a message on Facebook, hoping this will escalate the matter further. I was asked numerous questions which I answered and was told I will be contacted. Since 3 Nov I have followed up on my facebook conversation but keep getting told to be patient, someone will get back to me. Today is 12 Nov and still NO word from Vodacom. I am deeply saddened by the lack of communication, the lack of customer service and the fact that I have to stress myself out regarding this when I followed all the steps I was told to follow. It is clear that your staff aren’t doing their job while there are so many individuals who would appreciate a job and do it the right way. If all calls are recorded, please go and find ALL the recordings of each and every time I phoned and someone opened up my profile. Today I am absolutely over and above my head with anxiety due to Vodacom and their incompetent staff. 1. I want the upgraded contract on 063 771 9347 cancelled and the phone collected as per cancellation on 6 Oct with Brightman Biyela. 2. I want my 084 601 0452 contract which I opened up at Cape Gate on 8 Oct to stay active as is. I WANT THIS FIXED AND I WANT IT FIXED TODAY!!! And please don’t tell me about 14 days, when I am the one who followed the legal steps by cancelling on 6 Oct. I am the one who has been phoning and phoning for the phone to be collected. If I have to explain this situation to ONE more of your staff members, I will loose it. Natania Holtzhauzen 0846010452