18 days have past and no help from Vodacom

<p>Today I had one of the worst customer experiences ever with Vodacom.</p> <p> </p> <p>On the 9th Jan I logged a case at Vodcom Rosebank as I disputed a R600 data charge as I had 3gigs of data which was still available in Jan and was connected to a Wifi network, I still had data available into Jan from the bundles that were purchased in December.</p> <p> </p> <p>I went back to the Rosebank store on the 16th and was told that the case was escalated on the 16th, come back again on the 24th.</p> <p> </p> <p>Today I call in speak to customer service and they cannot help, put me on hold till they can contact a member of the solutions department that can help. Come off hold and was told that the agent I was supposed to speak to cannot assist as their system is offline. Placed on hold again for another solutions agent.</p> <p> </p> <p>Finally speak to a solutions agent and was told the case was with the accounts department and will have to wait for the account department to call me once they sort the case out.</p> <p> </p> <p>When asked what the SLA is, I was told it is 7 days, but it’s been more than 14 days. Apparently the first case was closed because it was sent to the wrong department and was only escalated to the correct department on the 16th and now I must wait another 7 days. It is now more than seven days.</p> <p> </p> <p>When I asked what to do when it is time to pay the bill and my case is not resolved. I was told by the solution agents that I must pay the amount less my disputed amount.</p> <p> </p> <p>But hold on wont this be against my record as a partial payment and effect my credit record. UUUUMMMMMMM no answer from the agent, so I ask to speak to a manger and was put on hold. Waited 5mins and guess what the call was dropped. This took 20mins in total, to get no help.</p> <p> </p> <p>I called again, got through to customer service and asked to be put through to a manager at the solution department. Agent response was that you cannot speak to a manager, you have to first speak to an agent, then a team leader, then a supervisor and then and Manager. Fine as long as someone can help me.</p> <p> </p> <p>Then get through to another solutions agent. Ask to speak to a team leader, none available, ask for supervisor, none available, ask for a manager, no they don’t take calls.</p> <p> </p> <p>Then I have to explain the whole story again and then guess what, I was told to please hold. Can you guess what happened then…………. the call gets cut. Seems to be a trend amongst the agents.</p> <p> </p> <p>It’s been a total of 18 days and I have had no help from Vodacom whatsoever, not from the store at Rosebank nor the call centre.</p> <p> </p> <p>Get your act together and sort your **** out. I’ve never ever missed a payment to Vodacom but Vodacom cannot help you in 18 days.</p> <p> </p> <p>Next stop social media…….</p>