Complaint

<p> </p> <p>From: Kisten, N. (Natasha) <br /> Sent: 02 December 2016 08:10 AM<br /> To: 'Vadmin'; ********** /> Subject: RE: Re[6]: Complaint - Reference Number: ********** 3</p> <p> </p> <p>I Just call the ********** and they confirm that the SIM swap was not done!</p> <p>Again who do I complaint to!</p> <p> </p> <p>From: Kisten, N. (Natasha) <br /> Sent: 02 December 2016 06:55 AM<br /> To: 'Vadmin'<br /> Subject: RE: Re[6]: Complaint - Reference Number: ********** 3</p> <p> </p> <p>Good Morning,</p> <p> </p> <p>So I bought the SIM card. Call Activations yester at 10am and still I am not on the Network.</p> <p>Really wow you guys need to learn about Customer Services.</p> <p> </p> <p> </p> <p>From: Kisten, N. (Natasha) <br /> Sent: 01 December 2016 12:46 PM<br /> To: 'Vadmin'<br /> Subject: RE: Re[6]: Complaint - Reference Number: ********** 3</p> <p> </p> <p>Thank you kindly….</p> <p> </p> <p>This was the worst Customer Service Ever!</p> <p> </p> <p>From: Vadmin ********** <br /> Sent: 01 December 2016 12:27 PM<br /> To: Kisten, N. (Natasha)<br /> Subject: Re[6]: Complaint - Reference Number: ********** 3</p> <p> </p> <p>Good Day</p> <p> </p> <p>Kindly be advised a request has been sent to the relevant department to assist with a credit.</p> <p> </p> <p>Kind Regards.</p> <p>Deresheni</p> <p> </p> <p>------ Original Message ------</p> <p>From: "Kisten, N. (Natasha)" ********** <p>To: "Vadmin" ********** <p>Sent: 12/1/2016 12:06:17 PM</p> <p>Subject: RE: Re[4]: Complaint - Reference Number: ********** 3</p> <p> </p> <p>Good Day All,</p> <p> </p> <p>I still did not receive the SIM Card.</p> <p>I bought 2 now. Herewith attached is the invoice.</p> <p> </p> <p>Please urgently process reimbur*****t!</p> <p> </p> <p>From: Vadmin ********** <br /> Sent: 01 December 2016 10:29 AM<br /> To: Kisten, N. (Natasha)<br /> Subject: Re[4]: Complaint - Reference Number: ********** 3</p> <p> </p> <p>Good Day</p> <p> </p> <p>A request has been sent to the consultant to contact you urgently.</p> <p> </p> <p>Kind Regards.</p> <p>Deresheni</p> <p> </p> <p>------ Original Message ------</p> <p>From: "Kisten, N. (Natasha)" ********** <p>To: "Vadmin" ********** <p>Sent: 12/1/2016 6:38:46 AM</p> <p>Subject: RE: Re[2]: Complaint - Reference Number: ********** 3</p> <p> </p> <p>Good Morning,</p> <p> </p> <p>Avril promised to call me back yesterday to provide Feedback on my SIM Cards.</p> <p> </p> <p>Please can someone urgently contact me @ Tel: ********** 48 !</p> <p> </p> <p>From: Kisten, N. (Natasha) <br /> Sent: 30 November 2016 06:33 AM<br /> To: 'Vadmin'<br /> Subject: RE: Re[2]: Complaint - Reference Number: ********** 3</p> <p> </p> <p>By the way you can only contact me on ********** 48</p> <p> </p> <p>From: Kisten, N. (Natasha) <br /> Sent: 30 November 2016 06:31 AM<br /> To: 'Vadmin'<br /> Subject: RE: Re[2]: Complaint - Reference Number: ********** 3</p> <p> </p> <p>Good Morning Deresheni,</p> <p> </p> <p>Finally I received my Devices yesterday but NO Micro / Nano SIM Cards.</p> <p>I Web chatted an Agent he said Avril will call me shortly, still no call.</p> <p> </p> <p>I bought two generic sim card yesterday and call the Vodacom Customer Care.</p> <p>Vodacom Customer Care inform me that the number were not ported and they can’t not assist as it is after 5pm.</p> <p> </p> <p>Can someone urgently assist me I am have two device bit I can make calls, whats and use the device?</p> <p> </p> <p>Wow is Customer Service that Vodacom Online provides!!</p> <p> </p> <p> </p> <p>From: Kisten, N. (Natasha) <br /> Sent: 28 November 2016 01:11 PM<br /> To: 'Vadmin'<br /> Subject: RE: Re[2]: Complaint - Reference Number: ********** 3</p> <p> </p> <p>Good Day Deresheni,</p> <p> </p> <p>Still no call received from Vodacom and top everything off I was told I will received my devices today and now it is only being delivered on Wednesday.</p> <p>Once again is this Customer Service?</p> <p> </p> <p> </p> <p> </p> <p>From: Kisten, N. (Natasha) <br /> Sent: 28 November 2016 07:37 AM<br /> To: 'Vadmin'<br /> Subject: RE: Re[2]: Complaint - Reference Number: ********** 3</p> <p> </p> <p>Good Morning Deresheni,</p> <p> </p> <p>· Firstly, please provide me with all the information that used during the investigation.</p> <p>· Secondly did you use all the Web chats as part of your investigation, if yes please forward all to my email address.</p> <p>· Thirdly, in Customer service 101 you do not ever tell the client that they are wrong! A sales manager told me I was wrong!</p> <p>· Herewith my summary of event with Vodacom Online:</p> <p>o 17 November – Dealt with Agent Fergus: He vetted my application, did he inform you he spelt my Name and Surname incorrect?</p> <p>o In addition Vodacom Online did not have stock!</p> <p>o 21 November – Avril takes over the application as Fergus cancelled my application. </p> <p>o 21 November – Fergus calls me and confirms that I can get the 2 x 99 deal</p> <p>o 21 November – I am informed by Avril that the deal maybe be declined because this is the third time that they are requesting, but she will ensure that if more information is requested she will inform me. Apparently Vodacom Online can approve my deal for R249.00 but I need prove myself a deal for R199.00</p> <p>o 22 November – I used the Web chat and two Agents don’t provide any inform on my deal as it is pending.</p> <p>o 23 November – Avril contacts me for a copy of my payslip, 3 months bank statement and my ID. – Documents send at 23 November 2016 10:05 AM.</p> <p>o 24 November – Copy of my ID and IRP5 is sent; I used the Web chat and to many agents to find out of the progress. Once again only Avril can provide updates. I inform Avril that this not customer services and she must get her manager to call me. Senior Agent Kelly calls me to inform me that now they require a 3 months bank statement with the Bank stamp on it. I rush from Sandton to Lenasia to a Nedbank Branch however the branch is closed as I am only being informed at 2.50pm. In addition, Kelly informs me to send a copy of my old Identity document and it must be certified. I inform Kelly that I want the Manager to call me at 5.15pm, No one calls. Apparently all the manager at Vodacom Online is in a meeting.</p> <p>o 25 November 2016 09:03 AM – Copy of Bank statement send. No call from any manager at Vodacom Online. I used the Web chat and to many agents no one can confirm or provide an update on the application. During the one of the web chats at 10.05 am Kelly inform me she will call me shortly. 55 Minutes later Kelly calls. While chatting to Kelly sms is received from Vodacom the application is approved! While chatting to Kelly call is disconnected and Kelly does not call me back! Avril calls to add the device and confirm the contract. 2.35pm Fincally a manager calls and he is not even prepared to have a conversation with me! In addition, he mentions he wants to be transparent? Why I don’t want transparency I want customer service.</p> <p> </p> <p>Once again Deresheni as previously stated this is ****ty Customer Service. Not once was Avril, Kelly, or the Manager proactive and keeping me informed during this entire process. I currently without my new devices and no access to any network. I purchased data yesterday but can’t use it on my Blackberry. So once again advise how Vodacom Online is reimbursing me for all the inconvenience caused due to errors by Vodacom Online, poor communication, inefficient process and lack of understanding</p> <p> </p> <p>Please escalate my complaint.</p> <p> </p> <p> </p> <p>From: Vadmin ********** <br /> Sent: 25 November 2016 04:33 PM<br /> To: Kisten, N. (Natasha)<br /> Subject: Re[2]: Complaint - Reference Number: ********** 3</p> <p> </p> <p>Good Day</p> <p> </p> <p>We do apologies for any inconvenience caused .</p> <p> </p> <p>However after investigation we have found that the consultants did follow protocol in handling your matter .</p> <p> </p> <p>Kind Regards.</p> <p>Deresheni</p> <p> </p> <p> </p> <p>------ Original Message ------</p> <p>From: "Kisten, N. (Natasha)" ********** <p>To: "Vadmin" ********** <p>Sent: 11/25/2016 1:23:50 PM</p> <p>Subject: RE: Complaint - Reference Number: ********** 3</p> <p> </p> <p>Please also advise how Vodacom Online is reimbursing me for all the inconvenience caused due to errors by Vodacom Online, poor communication, inefficient process and lack of understanding. </p> <p> </p> <p> </p> <p>From: Kisten, N. (Natasha) <br /> Sent: 25 November 2016 11:22 AM<br /> To: 'Vadmin'<br /> Subject: RE: Complaint - Reference Number: ********** 3</p> <p> </p> <p>I am still awaiting a manager to call me!</p> <p> </p> <p>From: Vadmin ********** <br /> Sent: 25 November 2016 08:45 AM<br /> To: Kisten, N. (Natasha)<br /> Subject: Re: Complaint - Reference Number: ********** 3</p> <p> </p> <p>Good Day</p> <p> </p> <p>A request has been sent to have a manager to contact you .</p> <p> </p> <p>Kind Regards.<br /> Deresheni</p> <p> </p> <p>------ Original Message ------</p> <p>From: "Kisten, N. (Natasha)" ********** <p>To: ********** ********** <p>Sent: 11/25/2016 6:55:55 AM</p> <p>Subject: Complaint - Reference Number: ********** 3</p> <p> </p> <p>I was waiting patiently for the manager to call me at 5.15 as promise by Avril aka Lynette's Senior Agent, but once again suprise surprise No Call. </p> <p>Can a Manager and just to clarify not a senior agent, kindly call me. </p> <p> </p> <p>However, before the manager calls me I expect that they prepare for the conversation with me:</p> <p> </p> <p>· Please listen to all the call recordings between Premila Kisten (which is me), Avril and Avril's senior agent. </p> <p>· In addition, kindly ensure that all web chats are read. <br /> I use the following details during the web chats: Premila, ********** ********** 083. </p> <p>· The relevant documents were uploaded on the 23 at 10am. However, Avril only informed me on the 24th at 2.30pm there is an issue with the Bank Statement. This was after I web chatted to two other agents to ask Avril to urgently contact me. Is this customer service? </p> <p> </p> <p>Please also advise how Vodacom Online is reimbursing me for all the inconvenience caused due to errors by Vodacom Online, poor communication, inefficient process and lack of understanding. </p> <p> </p> <p>A Bank can approve within 3 minutes, yet after 5 days I am without a device and a contract. <br /> I was also extremely surprise and utterly shocked when the Senior Agent advised me that I need to provide a certified copy of my old Identity Document. Awaiting your urgent response</p> <p> </p> <p> </p>