APPAULING SERVICE

<p>I currently hold 2 contracts with Vodacom, my number is 082 ********** & I have a second contract for my mum 072 ********** ,</p> <p> </p> <p>It is this number that I have an issue with, I upgraded her contract to a Smart S package in Dec 2016 but realised that the contract would not suit her needs, so I opted to migrate to a U Choose Flexi 150 package in Jan 2017.</p> <p> </p> <p>I was informed by the call centre that I would be charged a R600 odd migration fee which I accepted although thought was harsh for just a month of being on the smart S.</p> <p> </p> <p>This new contract should have kicked in on the 01st Feb 2017 – needless to say, yesterday all balances on her phone were zero, no airtime as well.</p> <p> </p> <p>I called Vodacom customer care 082 111 from my land line & waited for over 30 minutes for a consultant to answer, I was then transferred to the solutions team who could not give me any other information, they advised that the airtime was not loaded but I must wait another 24 hours, I asked if I could top her up in the interim while this was being done, I was advised I could so I hung up the phone.</p> <p> </p> <p>I tried to top her up via the Vodacom app, my fnb app & by dialling *111# to no avail, so I called back & waited another 30 minutes for someone to call, & again I was told to wait 24 hours.</p> <p> </p> <p>Today, 24 hours later, my mum sits with no airtime or data on this phone, I called again today & spent 1 hour 14 minutes trying to resolve, & then was told eventually they need to log a service fault, & I must wait another 24 hours for someone to call me.</p> <p> </p> <p>I find this completely unacceptable. We are the clients & are not informed of these technical issues that affect us. That migration fee needs to be waived on my account with immediate effect to compensate for the time & money I wasted with these calls to Vodacom. I have detailed reports that can prove the time I spend on the phone.</p> <p> </p> <p>I am extremely disgusted in Vodacom & this leave a bitter taste in my mouth – my contract is due for renewal & I can assure you I will not be renewing with a company that does not value my business.,</p> <p> </p> <p> </p>