Customer Care eService Team fails to provide Customer Care

<p>Dear Customer Care</p> <p> </p> <p>Question 1:</p> <p> </p> <p>Does Personalised Itemised Billing exist?</p> <p>I have searched on vodacom.co.za logged in/out and not listed anywhere</p> <p>What is the cost and how do I get it activated?</p> <p> </p> <p>Question 2:</p> <p> </p> <p>The excess information for cellphone insurance is contradictory, clarification required.</p> <p>https://myvodacom.secure.vodacom.co.za/vodacom/terms/cellphone-cover-terms-and-conditions excess on band 8:</p> <p> </p> <p>Heading - Excess payable by You 20% of Replacement Cost</p> <p> </p> <p>Another Heading - Excess payable by You “ a. Total loss, theft or damage beyond economic repair (as determined by an authorised Vodacom repair centre) i. You will pay 10% of the replacement value of the handset or R300 for each and every loss resulting in replacement of the handset, whichever is higher.”</p> <p> </p> <p>Request 1:</p> <p> </p> <p>Migration quote from Smart M to Smart L</p> <p> </p> <p>1st reply at 14:07</p> <p> </p> <p>“One of the authentication questions do not match our records, please provide us with the following:</p> <p> </p> <p>Kindly provide us with two other contract details below in order to verify that you are the account holder:</p> <p> </p> <p>* Vodacom account number</p> <p> </p> <p>* Statement address</p> <p> </p> <p>If possible could you please provide us with an alternative contact number should we need to contact you.</p> <p> </p> <p>On receipt of this information, we can advise accordingly.</p> <p> </p> <p>With regards to Cell phone insurance you will have to contact our Vodacom insurance ( Cell Sure) department for further assistance”</p> <p> </p> <p>Kind Regards,</p> <p>Bianca Cecelia Mitas</p> <p> </p> <p>After my explicit instruction to escalate to Senior Management as I am not going to do Customer Cares’ work</p> <p> </p> <p>2nd reply at 15:31</p> <p> </p> <p>“I have emailed a migration quote from Smart M to Smart L for your line</p> <p>Our records indicates you have itemized billing active as a VAS service, the personalized billing can be activated as a VAS service, please advise if w should do so whereby you will then receive the bill on a monthly basis.</p> <p> </p> <p>For any assistance or disputes on insurance, you will have to contact our Cell sure department as they are the division who deals with all insurances.”</p> <p> </p> <p>Kind regards,</p> <p>Bianca Cecelia Mitas</p> <p> </p> <p>To which I again repeat Question 1 was not answered and I am aware of all services active with AGAIN my explicit instruction to escalate to Senior Management as I am not going to do Customer Cares’ work</p> <p> </p> <p>3rd reply at 16:47</p> <p> </p> <p>“Please be advised that Personalised Itemised Billing was discontinued and no longer available as a VAS.</p> <p> </p> <p>With regards to the the insurance you will unfortunately have to revert back to CellSure as they are best equipped to assist you.”</p> <p> </p> <p> </p> <p>Regards,</p> <p>Justin Joseph</p> <p> </p> <p>My explicit indication of escalation on their behalf is answered as below</p> <p> </p> <p>4th reply at 17:31</p> <p> </p> <p>“We acknowledge the receipt of your email.</p> <p> </p> <p>I would like to take this opportunity to express our sincerest apologies for the inconvenience that you have experienced”</p> <p> </p> <p>Regards,</p> <p>Tsepo Moletsane</p> <p> </p> <p>Is that really the level of customer service you provide to your customer with 1 line alone averaging R2 500 per month on Smart M?</p> <p>I’m going to be very clear AGAIN, I don’t care who needs to do what t Questions 1 and 2 answered honestly and accurately.</p> <p>I will not condone any dishonest or failure to provide goods and/or service in good faith. Vodacom billings my Vodacom account with Vodacom insurance which Vodacom receives payment via EFT into Vodacom’s bank account each month without failure</p>