Competency

On 27 July 2021, I logged a query with regards to port forwarding. I needed about 5 ports to be forwarded to 10.0.0.10. by Vodacom. After being transferred back and forth and being told to call different numbers, one agent transferred me to another agent at 13:26 who assisted me and advised that my query will be logged and resolved in the next 72 hours- Friday, 30 June 2021. The reference number I received for this query was S*******-****01. I allowed a period of two days to pass and called in just to check the status of my query, in hopes that it would be done earlier than expected. I spoke to a lady who said that Vodacom was still working on my query and she was going to send IT an email and call back with feedback, it’s now 02 August 2021 and I’m still waiting for her to call back. I called in once more because it seems Vodacom’s support center is *********** of giving feedback to clients let alone keeping to their word. I say this because I called in today, 02 August 2021, and spoke to another agent. I gave him my reference number for my query and he tells me that my query has been complete and resolved. Due to this being an IT matter, I called my IT support team and they advised that the port forwarding has not been done. You can guess what I did next; I called Vodacom customer support once again! This time I spoke to a more knowledgeable person who advised that an email was sent and the It department closed the ticket. No feedback was given, not even a simple phone call to say that they could not do the port forwarding, here’s access to the router please have your IT guys to sort it out. Keep in mind, the initial agreement was to have the ports forwarded on Vodacom’s end and it would take 72 hours, that’s 3 business days. I have now lost 3 business days thanks to the *********** personnel that Vodacom chooses to hire. There is no point in saying calls are recorded for quality and training purposes when the customer support desk or should I say the IT department , has no idea what they’re doing. I have been a customer with Vodacom well over 10 years and it seems each time I call for assistance, it keeps getting worse and worse, Tobi the chat bot is better at getting things done! I’m appalled by such service from such a reputed company. Please do not say that you as Vodacom can do such things knowing full well that it is impossible for your personnel to do