Appalling customer service.

On the 7th of August 2019 I upgraded online from my Smart L sim-only package to a Smart M sim-only deal. I received an SMS from the currier company that a sim card will be delivered to my billing address. This is not where I am situated so I called Vodacom on the 7th of August to supply them with my work address.

A week later I receive another SMS from a currier company that my sim will be delivered to my billing address. I called Vodacom online and Shahista confirmed that the address was not changed on the system and that she would change it. Another week goes by and the currier company sent me an SMS that they will deliver to my billing address once again. I called Vodacom again and I was asked to e-mail my new address to ***. I did so on the 21st of August but did not receive a response.

On the 23rd of August I called Vodacom and the consultant confirmed that my address was still not changed on the system and I was promised that it would be changed.

I called Vodacom on the 26th of August to once again change my address, I spoke to Zandile Taylor who copied me in the e-mail to the currier company. Zandile had incorrectly passed on my work address. I rep**** to everyone in the e-mail with my correct address.

My upgrade should have been implemented on the 1st of September but still I had no sim card. On the 3rd of September I e-mailed Shahista and Zandile and mentioned to them that I still don't have my sim card and that I am being invoiced for a Smart L when in fact I should be on a Smart M. I did not receive a reply.

On the 10th of September I called Shahista and asked why she had not responded to my email. She rep**** with a bad attitude and mentioned that she did not think she was responsible because other consultants were also involved.

I asked to speak to her manager, Kelly Phillips, but she was not available and promised that Kelly Phillips would call me back after her meeting.

On the 11th of September I called Vodacom to speak to Kelly Phillips who was once again in a meeting and that she would call me back.

I called the cancellation department who was unable to cancel my SIM only contract ending in November 2019 because there was an open order on the system, the Smart M upgrade order. I then called Vodacom online to cancel the order so that I can cancel my current contract, but the consultant said that is was not possible because the order has been place on the 7th of August already and old orders cannot be cancelled even though the order has not yet been delivered to the customer.

My Smart L was a special and cost me R380 per month, due to my upgrade not being implemented I will be invoiced for the full price of R760 per month.

One would think that doing an upgrade should be simple and take no more that 5min of your time but after at least 10 calls and 2 emails to Vodacom I have not yet been upgraded. I have been a Vodacom customer since 2004 and it has become clear to me that they are not interested in keeping a loyal customer.