Big messup with data and their resolution is to block clients from calling back

Ah Vodacom, lets see, where do I start?

Will it be how when going in store the account(transferred 3 years ago) still reflects the incorrect account holder but when calling support it indicates my name as account holder. How I logged a ticket a year ago and no one followed up nor made an attempt to rectify this. When I also went in store and asked to have this rectified I was informed it is not possible as this is "Dirty Data" and due to two other accounts being created after this one I am stuck receiving notifications for my fathers accounts and paying under his name.

Now fast forward to this month when the following occurred: 1. My account was paid in store on the 2nd of January - A day or two later because of circumstances out of my control 2. I receive an sms a week later - make payment arrangement - this has happened before when my dad who has 2 other contracts with you ran late on a payment (as mentioned my account still reflects as with him on collections and the in store system) and I received the payment requests. That's fine - So I call him to check if he's missed his payment, nope everything's sorted he even paid everything a few days early so I think awesome must be an error 3. Flash forward a few days and I receive 2 more automated sms's (who needs to follow up with clients when everythings automated and the future revolves around machines) 4. I received one more sms and to be sure that my account is ok I called in to 111 and the voice prompt said I'm in arrears. 5. I then spoke to a lady in general inquiries who said that she can see my January payment but then says maybe I missed a payment from September till date. I've never missed a payment, nor have I ever paid late. 6. So general inquiries put me through to collections who said they couldn't see my latest payment - I asked how this was possible if general inquiries can see it? To try correct this and ensure it gets resolved I requested an email address to which collections says I cannot email it but must go in store to allocate my payment. 7. Flash forward to this Monday - I had absolutely no time on the weekend to go to a vodacom store to allocate the payment - I get an sms that my phone is barred. We call in (meaning I have my fiance speak because I've not received any help from my prior call) and speak to 3 different people, "Oh you should've paid on time, are you gonna pay soon etc.", we request to speak to a manager(or so he said he was) and he seems level headed says he understands and gives us an email address(which I was not provided initially) and assures he will immediately unlock my account. So I send the statement to pop@vodacom, no response and my account still locked all day. 8. Tuesday (Yesterday) - Account still barred, parents and clients trying to contact me. I call back in and ask to speak to their manager - gentleman from Monday - they refuse this request. I inform them that my bank statement has been sent to pop and my account has not been unlocked as promised. They inform me that collections cannot check this, some lady provides me with an email address of her "Team Leader" and eventually things get frustrating and talks down to me as if I am responsible for this whole incident so I leave it at that and speak to my Fiance as I hate conflict. He calls back, gets hung up on twice and his number gets blocked from collections. Basically a big F-You to your clients. 9. Still Tuesday - Literally on our last fumes we drive to the store we paid at, the system says I have no outstanding payments and no payment needs to be allocated. They spend an entire hour reprinting out receipts to find mine because I misplaced mince(I really appreciated their efforts). Eventually the young gentleman does find it and scans + sends it to pop - I request to be cc'd in it. 10. Today - I call in in the morning to collections (from my fiances phone as mine is still blocked), he cannot get through so I call 111 and general inquiries inform us his number has been blocked from reaching collections(as mentioned above). I speak to her, explain the situation, tell her that the store sent proof and I sent 3 proof emails to pop since Monday. We chat a little and wind up circling back to my initial issue that I brought to attention a year ago where the account says my dads name - lights go on in my head that the payment has the incorrect invoice number and she says this could very well be what happened. So she explains that in store has a back office and when I make my next payment I must call support and they will help in store to rectify this (which I was told was never possible before and I must deal with it). Cool I don't mind calling support next time to resolve this, this will ease future stresses for both myself and the agents. I still don't connect that the account is wrong on collections.

My fiance still peeved about the collections just pushing away any responsibility and blocking him, he calls back and gets sent to customer care then general then back to customer care then finally to collections - he asks for a supervisor, no why would you need to talk to that person, why didn't you pay(back to square one). Eventually after having to use a dad voice he gets put to a Mrs/Miss Robin(Collections Supervisor), some help she was... After a pointless phone call with her we have found this: 1. You collections system still shows the incorrect account holder and how dare we try to tell her its wrong. She refused to hear otherwise, sounds like she'd bet her life on your system data... kept repeating my dads name and we kept saying no its in my name can you check the invoice(as this clearly has my name and address). She eventually takes my id number - not sure if anything was changed. 2. The collections department is not capable of calling other departments or querying with any other systems - where is your integration and why must we play admin between stores and departments 3. They refuse to listen, same generic responses regardless of you informing them and willing to provide proof 4. Supervisors, team leaders and collection agents(This is purely the collections department - I've had decent responses from general and in store staff) refuse to - as frustrating as dealing with a client is - be professional. We got spoken down to, told multiple times that this is my fault and we should avoid missing payments to not have the account locked like the 10 minute phone call we just had explaining where the proof is, when things were done was pointless, if felt like our entire conversation was in vain.

This has been a horrible and stressful week and I cannot wrap my mind around how horrible the accounts department is and how such a big mistake was made because I was not heard out or supported months ago. If you can fix it on the front end get someone in tech and data to do something - back door update directly on your DB if you must.

Please just work on your systems, integration, staff and management, I would wish no one else go through what I went through.

Regards, Vodacom Client (You'll have me on record and multiple calls)