Assisting Special Needs

<p>I am not a Vodacom Customer but was trying to help a family member over the weekend with his phone. His phone was blocked but he had an usable balance of over R200. The call center rules and regulations are appalling. The family member is illiterate and cannot verify his details due to this. He spoke to the call center operator and told her I will assist. She did not want to help because he has to verify his account. We did have all his info on hand. The lady still refused to assist. I asked several times so that if a person is disabled/illiterate they cannot assist? And every time she just insisted that she needs to verify his details with him before they can assist me. I requested to speak to the supervisor and was just placed on hold. I ended the call and retried, I was told the same thing. As this family is staying alone in a garden cottage, I wanted to know what the person would do if he had an emergency? i was advised that he must go into a store to sort out the problem. As this was only 18:40 on Saturday night I asked her if there were any stores open and she said unfortunately no he can only be helped on Sunday morning.<br />I can understand that security rules are necessary and need to be in place. BUT are there no provisions made on these computer systems for illiterate people or deaf people or speech impaired people to be accommodated? Can there not be notes made on their accounts of people assisting them? How many calls do you receive per day of people that wants to be assisted by family members due to a special need? It is very frustrating to work against a system that does not cater for the special needs of other people.</p> <p>I was given a responce to contact </p> <p>Vodacom Hi Cornia</p> <p>Your family member may contact the Specific Needs Team on ********** 0 or email ********** <p>my response</p> <p>And why can your call center not give out this information when needed? And why is it not offered to the person when they open their accounts? This is very embarrassing to this family member because he understands that his account was paid like every other month but he cannot use his phone. it is very inconsiderate towards special needs people<br />LikeShow more reactions · Reply · 14 minutes ago · Edited<br />Cornia du Plooy<br />Cornia du Plooy This number and email is not even available on your website<br />LikeShow more reactions · Reply · 14 minutes ago<br />Vodacom<br />Vodacom Hi Cornia</p> <p>Have you tried to call the number or email them.</p> <p> </p>