**** Service Level & Communication Standards

Lodged a complaint on Friday (07/12) @ 12:05 re: the error messages I receive on the Pop3 incoming emails. I was told that this has to be escalated to the back-office and was given a reference number.

THE PROBLEM HAS NOT BEEN FIXED NOR RECTIFIED TO DATE = 09/01/2019

You are extremely efficient when it comes to billing your clients BUT NOT MUCH CAN BE SAID ABOUT YOUR SERVICE OR LACK THEREOF. FIX IT!!!!!!!!!!!!!!!!!

During the call I was told that this would take 3 - 5 days to resolve.

I made mention of the fact that I have another number (which I gave) that is also linked to email accounts, and this is clearly a Vodacom error. The instruction and request was clearly ignored at the time of lodging the complaint, as both number still have issues with the aforementioned.

I was prompted during the time asking how the experience was and if the matter was resolved, to which I rep**** not at all.

I received a text message daily, stating that "so and so" is dealing with the matter and never received a call from anyone to discuss the actual complaint almost a week ago.

On Tuesday (11/12) morning I received yet another message stating that the matter is now being processed by Julian Major, then was handed over to Ettiene Smit.

In the same day (later that afternoon) i received a call from a gent from Vodacom who asked me if I am now satisfied with the query? I informed him that I cannot be as the complaint / query is still ongoing. He then dropped the call and said he will "investigate". ' I could tell that he didnt know what was going on, when he made the call.

Between 5 - 15 minutes later I received a text message from Vodacom stating that: "your query with ref no >>>>>>> has been resolved"?

How on earth do you people operate? I just spoke to the gent and told him that I am still experiencing the same issue on both numbers (on two different Laptops I might add), and you turn around and close the query?

Seriously?

I am still having issues with both numbers on both Laptops, and the matter is not resolved.

You are very quick to bill and collect, yet when it comes to service delivery, that is left by the wayside.

I urge you to resolve and this time address the query as a matter of urgency as I have a business to run, and cannot do this as a result of *********** staff.