AT OUR WITS END

Vodacom refuses to respond to us. I have emailed the FSC Mr. Lee Lakey and he wont even acknowledge my email to him sent on 5 June. 10 June I asked for feedback as well as 11 June - he point blank ignores my email:

Hi Lee,

I had the incorrect email address for you.

Please see correspondence sent after our telephonic discussion. On Sunday, 28 May I filed a complaint on Hello Peter- a consultant phoned me on 29 May to confirm the query will be resolved before close of business.

I have not heard from Vodacom since.

After filing another complaint, Vodacom rep**** with the following message which we have no record of anyone finalizing the query with us:

Vodacom's reply: 31 May 2019, 11:13

Good day

We are sorry to hear of the circumstances under which your posting has reached us and we do apologize for the inconvenience caused.

Our records indicate that this matter was dealt with and feedback has been provided by the store and the FSC.

Please note that feedback provided will remain unchanged.

Vodacom Consumer Website Team.

My mother is not using the phone, she would like to cancel the upgrade as requested on numerous occassions.

I have also filed a complaint with the NCR.

Your urgent attention and feedback will be appreciated.

Kind Regards

Illze Truter

**********

----- Forwarded Message ----- From: Illze Lemley ********** To: ********** ********** Sent: Sunday, May 26, 2019, 6:31:40 PM GMT+2 Subject: Fw: Cancel Contract - Vodacom Somerset West Complaint ( ********** 973)

Dear Lee,

As discussed telephonically on Saturday herewith series of event that led to my mom requesting to cancel the upgrade done on 17 May and revert back to her old contract.

1) On 17 May my mother, Tercia Spies visited her nearest Vodacom branch as her phone had sufferred water damage. She spoke to Sha**** (Service Technician) who and I quote (we have witnesses) "we can book in the phone for repairs, but it will cost you almost R2000 with no future guarantee that the phone will give hassles again, best advice would be to upgrade your contract"

2) Against her better will , she felled compelled to upgrade as the only solution as buying a phone cash was also not a option, she is the breadwinner with a halfday salary.

3) The contract was upgraded on 17 May assisted by the Mariska (Shop Assistant) who installed google passwords etc on the new device. My mom (the client) came over to my house in such a state the evening of the 17th May saying she really did not want to upgrade, her old phone worked perfectly fine for her.

4) A friend suggested my mom soak her phone in rice over the weekend, which she did and on Monday when she switched the old phone on, it was working 100%

5) She contacted the Vodacom branch and told them that she would like to cancel the upgrade as she was ill advised and they all knew her situation that upgrading was last option but felt compelled as per the technicians advice to her.

6) Between 21 and 24 May my mom went back and forth to the store, was sent from pillar to post. Firstly the store manager who absolutely refuses to come out of his office advised that the contract cannot be cancelled on store level and has to be go through customer services.

7) On the evening of 24 May 2019 I contacted customer services, spoke to Jozlyn who again said the manager is NOT telling the truth and that the contract in fact CAN and MUST be cancelled on store level. She made notes on the system and loaded a service request.

8) Saturday 25 May 2019 I went back to the Somerset West branch , spoke to the assistant Mariska and informed her of my telephone discussion with customer services and requested to speak to the branch manager who once again refused to speak to us. Mariska went onto the system and took a photo of the notes that has been made and took that to the manager. Still not willing to face us.

He then provided us with your contact details and following our discussion I have formally put this in writing -

MY MOTHER WAS ILL ADVISED - you said Vodacom does not book in water damage phones, Sha**** said you do

Branch Manager WHO REFUSES TO FACE CLIENTS which is a complaint on its own advises that the store cannot cancel the contract, but customer services can.

Customer Services says the store must cancel the upgrade.

Long story short, Ms Tercia Spies with phone number who has been a very loyal Vodacom client did NOT WANT TO UPGRADE, was ill advised and treated very poorly.

Her contact number is ********** , we are requesting one final time that the contract upgrade gets cancelled as she is not using the new device and back on her old device which is working 100%

Await your feedback.

Regards, Illze

Kind Regards

Illze Truter