Bad Client service_Hatfield store_****** voice minutes

<p>On the 27/11/2016 we went to vodacom store in Hatfield and upgraded my cellphone contract. We were assisted by Thomas who explained that because my contract was left with 1 month, the new contract would only be effetive from 01/01/2017. To my surprise. on 01/12/2016, the SMS's and minutes that I had on my phone dissappered. The minutes and SMS that I was supposed to get as per my contractual agreement with vodacom were not loaded. I contacted 111 only to be told that they could not help me because the new contract was done at a franchise store. Wow!!! According to them, The new contract had started. They advised that I visit the store again despite raising my concern of the distance and inconvenience I would incur. Apparently, because it was done at a franchise, then they cant help me.</p> <p>I contacted the store and asked for the manager. Ibrahim, manager, was very rude and lacks leadership qualities. He failed to listen to my complaint but instead rushed to get the consultant who assisted me, Thomas. I could hear him shouting Thomas in the background about his incomplete paper work aswell as policy/process not adhered to. He gave the phone to Thomas without having advised me. I had to shout Thomas who was also asking to speak to my husband as he was the contract holder and not me. I told him to give his manager the phone back as what he did was utter disrespect for him the employee aswell as me the client. Mind you, at that time, I had not even finished explaining my story to Ibrahim. I explained to Ibrahim how he should've handled the call/complaint instead of reprimanding his employee in my time aswell as at my expense. Could he not apologise for the inconvenience and ask for time to investigate the matter and give feedback later. Ibrahim asked for 3 days to resolve the matter as he needed to discuss with the directors on a resolution as on his side he could already see errors done by Thomas. I did not have a choice so I agreed. What irritated me is when after that call the consultant phoned me to mourn about his manager who is threatening that he must pay for his mistake and now because he is tired of his manager he is considering resigning. What does that have to do with me? Was I meant to now pity him and decide to rather accept having lost my about 30minutes which I was saving for a rainy day from the previous month which would've carried over aswell as the new month's allocation which I was supposed to get.</p> <p>After no feedback from Ibrahim and another call from Thomas early this week again telling me about his now resignation as his boss has oredered him to call me although he did not know why he should be calling me, I decided to stop being calm and take action. I shouted him for their unprofessionalism aswell as for wasting my time and explained his resignation has nothing to do with me. He gave me his head office number and asked me to speak to Shaun who is apparently Ibrahim's boss. I phoned ( ********** ) on Friday the 2nd of December and spoke to Karen, HR, as according to her the directors had already left for the day. She willingly offered to listen and to escalate the matter to the directors. I must applaud her for showing empathy at my time of need. I have still not heard any feedback from either Ibrahim nor "the directors" till today. I phoned Karen midweek again to request feedback and she was puzzled that they had not contacted me. Apparently, they are busy with the opening of a new store so my complaint is not a priority. I wonder how the service at that franchise store will be if even the so called directors care not for good client service.</p> <p> </p> <p>What I need to know is, Why am I being taken for a ride by Vodacom?</p> <p>The consultant explained that the new contract would start in Jan so why have I still not received my monthly allocation as per my previous contract.</p> <p>Why has the new contract started a month before.</p> <p>The manager has a nerver to tell me that it would be a lot of work for them to cancel the contract so they would rather look at how they can re-imburse me. Am I not worth the work especially because they are the ones that caused the error on their side?</p> <p>Does this mean that, People need to stop buying from franchises as vodacom cannot help them when there are such issues.</p> <p>If I was living in another province, would I have to travel all the way to this store to get answers as that is what was advised by vodacom,111.</p> <p>Am I not entitled to a copy of the contract as the client as I have still not received it since Ibrahim promised to forward it during our first and only call.</p> <p>Will I ever get my minutes and SMSs back or is this how you cheat your clients.</p> <p>What is the process my husband should take to cancel this contract that was done at a franchise incapable of good client service as this means, if we should have problems in the future, then Vodacom will distance themselves as our contract was taken from a franchise that will obviously not help.</p> <p>Does me having a contract phone with vodacom entitle your employees to discuss their personal griefs with their employers with me.</p> <p> </p> <p>I am very angry and dissappointed at how I have been treated by both the store manager aswell as Karen on behald of "the directors", if they do exist.</p> <p>Vodacom has really disappointed and ****** from me.</p>