BAD SERVICE - VODACOM

<p>16th January 2017.</p> <p>I phoned the Online Service Line 082 111 as this is supposed to be easier than going to a store to arrange to have my one phone contract canceled on number<strong> ********** 690</strong> and have it converted to <strong>Prepaid.</strong></p> <p>Then I did an upgrade of my contract on number <strong> ********** 301.</strong></p> <p>The deal I got was for an LG Stylus 2 phone at R199.00 per month.</p> <p>Three days later I called again to order a new contract for a ****le Vodacom K5160 with 5GB data per month for R217.00.</p> <p>On the 24th January 2017, I phoned to query my new upgrade that I had heard nothing about and was told that the contract had an error.</p> <p>It turned out that the error meant that they were out of stock of this phone and did not know when I would get this phone.</p> <p>The lady then helped me to make a new deal for a Samsung J3 phone for R169.00 per month with a U choose flexi 150.</p> <p>On the 25th January, the ****le arrived with no hassles.</p> <p>On the 26th January 2017, I received my Samsung J3 phone.</p> <p>My debit order was deducted on the 25th January 2017.</p> <p>Usually, I get my airtime on the 1st of each month. I got no airtime on number <strong> ********** 301</strong>.</p> <p>The phone I canceled <strong> ********** 690</strong> got the R150 airtime instead of my phone.</p> <p>Once again I phoned to see what has happened, only to find that my <strong> ********** 690</strong> number had been upgraded and my<strong> ********** 301</strong> phone was canceled and converted to Prepaid.</p> <p> </p> <p>The Vodacom representative on the phone informed me that they needed to send a courier to collect the phone and have the contract canceled and a completely new contract started. This would take about two weeks for them to arrange. I waited for the call to collect the phone and heard nothing.</p> <p> On the 6th February, y 2017 I again phoned in and was put through to about six different departments until someone understood what had happened .The two numbers had been reversed to upgrade and cancel.</p> <p> I was then told that they did not need to collect the phone and that this can be corrected online.</p> <p>This Vodacom representative said she would lodge a query and gave me a reference number 1/ ********** 025554 and this would take two working days. Nothing happened!!!!!</p> <p>Today the 13th February 2017 after hearing nothing and not receiving the airtime, I phoned in again to 082 111 and was again transferred to at least five more consultants. The next consultant Tsepho could not trace this reference number I was given last week even though this number was confirmed with a sms to my phone. He then transfered me to the Solutions department.</p> <p>I was then helped by Innocent of the Solutions department who said that after all this time they do need to send a courier to collect my phone with the packaging as I received it. Needless to say that I had already purchased a glass protective cover for this phone and a back cover. Who is going to refund me for these purchases?? I am now having to also purchase airtime when I should not be having to do that.</p> <p>My present contract now has to be cancelled and a completely new contract and a new deal has to be made up for me. When this phone gets collected I will have no phone what so ever to use!!! This is an error on Vodacom's side yet I am the one being inconvenienced.</p> <p>I have had to explain what happened to each new consultant I get tp speak to! This takes at least an hour to get a answer which is shocking.</p> <p>I am now awaiting a call back from Innocent at 3.00pm before her shift ends at 3.30pm to report to me what Modi in solutions department has been able to arrange for me. (this was yesterday)</p> <p>I am still awaiting that call!!!!</p> <p> </p> <p>I'm utterly appalled at Vodacom's lack of service and I would like this matter to be sorted out immediately! One would think retaining one's customers was a goal for Vodacom - this, however, would not seem to be the case. </p>