VODACOM CHATZ GREENSTONE - POOR SERVICE

I visited this store (Vodacom Chatz Greentone Mall by the Banks) on Saturday (18/07/2020) afternoon +- 16:15 to perform a SIM swop for my LTE contract as my sim was misplaced. My friend was in company with me when I came through, upon entry, I was confronted by Noluyanda who seemed to be friendly. I greeted everybody else in the store. We had to sign the register and our temperatures were taken. Immediately after we were told that only 1 person was allowed in the store at a time yet there were no other customers there as well as 2 other people working there at 2 desks. My friend who was very calm was told that she needed to leave the store. Without making a fuss she left the store and waited for me outside.

Further to this, I gave the lady a SIM number to search on the system with, to pick up my number only to be told that she cannot do this as she does not have access to the system. She only has access to C3D. I went on to tell her that I work for Vodacom as well so I know about the systems which we work with and mentioned that we are not allowed to perform sim swops for ourselves at our stores. She again told me that she could not do this and that I needed to give her the "number" in order to pick up my account, I then asked her to search using my ID number, but what did I get?

Weird enough when I mentioned that I'm going to call the fibre department, Joann decided to come over and assist Noluyanda and as I was speaking to the consultant over the phone Noluyanda and Joann picked up my account? All of a sudden they picked up my number? They then asked me which number the sim swop needed to be generated on and I told them it was to be done on my LTE package. Great, they took a while to get to this point, after which Nolu made me sign the SIM swop declaration form all customers do and told me that the sim will be active after 3 hours.

I paid for my sim swop at the counter and left.

My frustration comes in with all of the lies, I do not know how this store is being run as consultants are lying about system processes, giving bad service, certainly have attitude, and most importantly going against company regulations?

I could have this store fined for my experience here as it is not being run as per government rules and regulations. Attached on the door is a page which displays the store managers details as well as as per COVID regulations, it states that there are ONLY 8 people to be allowed into the store at any given point including staff (there are stickers on the floor for social distancing) yet as a customer my friend was chased out and was told that ONLY 1 person is allowed IN THE STORE at a time (this is a legal offence), yet the other Vodacom store in the mall was servicing many customers at the same time.

My sim is still not working, I've inserted it into 3 phones on Saturday evening as well as yesterday but the sim is still popping up with "Invalid SIM" on my iphone and "No SIM" on my Samsung devices.

I called in this morning to complain and when Nolu returned my call, she seemed to have a lot of attitude which I really do not appreciate.

I know it's just a SIM swop which costed R62 but this has caused me a major inconvenience and if I can be treated this way, how many other customers would be treated the same way? I paid for a service which is not working.

I will have my sim sorted out elsewhere as I would not be dealing with this store any longer.

I would appreciate the earliest response from the store.

Warmest regards,

Visharad