Cancellation in error - Vodacom's PATHETIC Service/Lack of Service to fix!

<p>Hi,</p> <p> </p> <p>Besides the fact that whether it be before 08h00 or after 16h00; the same voice msg can be heard "we are experiencing high call volumes" and it takes at least 5 mins before you get to speak to an agent.</p> <p> </p> <p>This is the email I sent to their Customer Care address on Fri, 2 Sept....already having been without a valid phone number since 30 Aug.</p> <p>"</p> <p>Sent: Friday 02 September 2016 7:37:47 AM</p> <p>Subject: RE: CANCELLATION OF CONTRACT</p> <p> <br />Hi,</p> <p> </p> <p>I have just been holding for 10mins (8h21 - 8h32) only for the call to be dropped when it eventually rang through to an agent.</p> <p> </p> <p>I need this sorted today please as I cannot go the weekend without a phone; and it was a process failure on your end that created this mess.</p> <p> <br />I called on 15 Aug, requesting cancellation.</p> <p>Your systems were down so I could not get the confirmation email.</p> <p>I called back again and on the 18th I got an sms confirming cancellation at end of Aug.</p> <p>In both cases I advised I would be going back to prepaid.</p> <p> <br />The number has since been CANCELLED and no longer on your network.</p> <p>My phone went off on 30th Aug and I expected not to have coverage on 31st Aug.</p> <p>When I tried to recharge the acc on 1 Sept it confirmed as an INVALID number.</p> <p> </p> <p>I called and was told the number has been deleted and the agent, Hipatecia; logged a call to have it reactivated.</p> <p>This she said would take another 48Hrs; REF: 1- ********** 2487</p> <p>I asked to speak with a manager as I cannot accept the delay any further; especially since the request was to convert to prepaid NOT cancellation of the existing number; thus a failure on the part of the agent I dealt with on 18th: REF 1- ********** 5649 & 1- ********** 2029</p> <p>Tabelo/Kabelo I then spoke to promised to escalate and monitor the case and keep me informed.</p> <p> <br />I called back at today 2 Sept and spoke to Tshepo Mosese who will follow up and advise since I am yet to hear back from the TL.</p> <p>Call REF: ********** 87</p> <p> </p> <p>Can I please request this receive the required attention?</p> <p>I have been a loyal vodacom customer since day dot and this experience has been really frustrating and disappointing!</p> <p>I cannot be without a contactable number for another day!</p> <p> <br />Thank you in advance,</p> <p>S.Smith"</p> <p> </p> <p>To add insult to injury; when I called back on Fri 2 Sept around 16h20; the agent that answered proceded to tell me she can see the call has been logged and someone would contact me on MONDAY to advise. When I started to raise my voice and ask for a manager; she CUT THE CALL!!</p> <p> </p> <p>This is not the first time I have heard of call centre agents doing this. It is outrageous! It is their job to assist to resolve queries and if they are unable to assist, then pass on to someone who can; not drop the call! </p> <p> </p> <p>When I went into a Vodacom shop on Saturday to convert to a nanosim; I was told they could not do it since the number is still not fixed. Now this means more time wasted on my end as I have to go back to sort this out when they eventually decide my number is next in the queue to be fixed!</p> <p>It is now Monday morning and my vodacom number is still invalid...and no contact from ANYONE, except an auto response to the above mailer....PATHETIC, USELESS!</p> <p> </p> <p>Uttterly disappointed,</p> <p> </p> <p> </p> <p> </p>