Big Thumbs Down

<p>This begins two months ago in July when I tried to cancel my wireless ****le 3gb/mth contract which has completed its term. Having spent at least half an hour on the customer care line, I spoke to a consultant who tells me it cannot be cancelled in July (for Aug month) as it was too late at that point and the data was already released on the system. She would cancel this for the following month which means by end Aug the data contract should be no more.</p> <p> </p> <p>I decide to check up on this mid Aug (just in case) only to find out there is no notification on their system that this contract is to be cancelled by the end of the month. Even though I call in advance this time to ensure enough time is allocated to this cancellation, I am told it will take another month, and only by end Sep will this now take place. After 45 minutes on the customer care line and three people later, I am told the notification to cancel this number (and only this number) is on the system. I simultaneously request to log a complaint that this cancellation is late and I have to pay an additional month at Vodacom's inability to carry out this request. I was told someone would contact me within 48 hours about this. I heard nothing!</p> <p> </p> <p>As of beginning September, my monthly debit order goes off, however, I notice my phone is not working outside of wifi and I cannot make calls. I phone the customer care line and get passed on to two different departments. I eventually get through to the Joburg office and ask to speak to the supervisor (his name is Lee / Leigh). I am told that my cell phone contract has been cancelled. This, of course, is not what I asked for. I asked for a different no. (my ****le) to be cancelled. This call takes an hour in total (40 minutes purely spent waiting) and Lee tells me all he can do is ask for reactivation and send a mail to the department. This should take place within another 48 hours. I am totally irate at this point as now I do not have use of my phone (no call time, airtime, messages or data to use). I can only use my phone in wifi areas which means I am pretty stuffed. This all being at the fault of Vodacom. I ask Lee to PLEASE chase his colleaugues up on this issue and phone me first thing the following morning to tell me what is happening. I do not hear from Lee. It is now a week since my conversation with him. I phone the following day to speak to a Mr. Ma***eng who I am told is the manager (and Lee's superior) at Joburg office. He is (apparently) not available and I leave a message (very loud and clear) that he is to please return my call as I now cannot use my phone and I'm pretty mad at the whole issue playing out. I need a manager to step in and help! I hear nothing back and it has been 5 days.</p> <p> </p> <p>In the mean time someone has referred me to a Vodacom shop owner in Cape Town to try and help. A gentleman by the name of Rodney has been the only person kind enough to try and help and keep in touch during the course of this week. He unfortunately has had no luck, however, in getting my contract reactivated, but managed to issue me R50 airtime to help in the mean time. This lasted me two calls, one of which was to SARS, which shamefully was cut off due to airtime running out.</p> <p> </p> <p>So in summary, Vodacom has messed up my contract royally at fault of their own. For the 6 consultants (at least) I have spoken to, not one has apologised or come back to me. As for the supervisor, Lee / Leigh - as a supervisor I am shocked at your inability to assist and follow up with not a single courtesy call. Mr. Ma***eng, as a manager in Joburg, your own customer service is appalling at that lack of taking this seriously.</p> <p> </p> <p>Vodacom, I have not been able to use my phone for a week now. In the case of emergency this could be a very serious issue. Not one of your staff (other than Rodney, a separate owner in his own right) has come back to me. I cannot, for the life of me, understand why it would take more than a week to reactivate a contract. This has all been your mistake and yet no - one cares enough to help make this right or step up the pace due to the major impact this has on a customer. Lets not forget you took my debit order off already on the first of the month. I am appalled at the level of customer service and attitude one has to endure. I am at a complete loss for words at this point. I moved to Vodacom as I believed they were the better, no, the best brand in the country. If actions speak louder than words....boy was I wrong about that!</p>