Vodacom
LACK OF ACCOUNTABILITY FOR CONTRACT CANCELLATION

As a vodacom customer it so happened that I am now due for an upgrade. Everytime I logon to my profile I am flashed with options of possible phones I could qualify for. On top of that encouraged to upgrade online in order to save on the upgrade fee.By clicking on the upgrade button and going through a whole verification process the phone is delivered in 2 days, only to find out that vodacom has created an new contract instead of an upgrade. To their acknowledgement this has been a recurring problem for existing customers who have followed the online upgrade process. But I have yet to receive help or even accountability with respect to collection of their phone in order to effect cancellation of the contract. From such a simple process I am now being sent from pillar to post with all consultants coming up with excuses as to why it has taken 18 days and no one has contacted me to collect the phone. How is inefficiency on your processes the customers problem, each time you contact their aftersales department the matter is escalated and no one wants to commit to definite timelines. In the interim I am expected to service two contracts while I await a refund and collection of the phone

Company: Vodacom
Country: South Africa
City: Upgrade department

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