Bad Service

Good Day,

I requested to upgrade my service on the 10th of November and spoke to Palisa. We agreed on a contract and was told that my Samsung FE will be delivered. She phoned me back on the 11th of November and informed me that the deal was authorized. I did not receive any paper work or SMS to say that the upgrade was successful. I phoned again on the 16th of November and spoke to Tabita only to find out that the deal was not send for authorization. On the 16th of November I phoned and spoke to Tabita that informed me that the deal has still not been send for authorization. I was then told that Kedi will phone me to assist. Kedi did phone back and assisted to get the package authorized. I received the phone on Monday 21 November. I started using the device on Tuesday 22 November and discovered that I had to charge the phone 3 times per day and the phone was overheating. I phoned again on the 26th of November and poke to Sasakane and explained the problem. I was informed that the phone will be replaced and she will start the process to have the phone collected. and within 72 hours after collection the deal will be cancelled and I will receive a call to start the upgrade process again.

The device was collected on the 1st of December. I did not receive a call again from any agent and phoned on the 7th of December and spoke to Palisa. We again agreed on a contract and was informed that the deal was approved. Again I did not receive any paper work or notification of the contract. I phoned again this morning at 08:00 and asked to speak to Palisa, I was informed that she is not at work at the moment and a message will be sent for her to phone me back. At 09:23 I phoned again and was informed that she was not in for the day. I asked for Kadi her manager to please give me a call back. By 11:45 I phoned again and asked to speak to Kedi. Palisa (who was off for the day) came on the line and informed me that the device is out of stock with no ETA. I asked again for Kedi to phone me back as I was not satisfied with Palis's service. I was told that Kedi will phone me back. It is now 14:04 and has still not received a call from Kedi.

In the meantime, I received an Invoice for a deal I don't have and that was supposedly cancelled and is payable by the end of December. I tried to phone Account Enquiries to get assistance to correct the invoice and the only option I could choose from was either a SMS or WhatsApp service from Tobi to assist me.

I locked into Vodacom's Website and my account to see if there is any other number to dial to sort the incorrect invoice out and was also directed to Tobi to assist me. Tobi informed me that my number was blocked due to an unusual high volume of calls from my phone to the call center and if I need further assistance I must dal *** (charged at R2/min). Is this the way Vodacom now deal with their customers during lock down and in the process to renew contracts.

I am very disappointed in the way I have been treated by Vodacom. Is this the way they treat their customers. I have been a loyal customer for the last 15 years.

Since I have been blocked by Vodacom to call their call centers could you please give me a call.

You can get my contact details from Vodacom Quote number ***0 issued on 11 November 2020.

Thank you

Julie du Toit