Dead End

<p>This is the service I recieve from Vodacom.</p> <p>On the 20th December 2016 I wrote a review on Hello Peter:</p> <p>I am disappointed with Vodacom's service. I have been with Vodacom for about 8 years and have had about three contracts. </p> <p>I have recently taken a contract in March (upgraded the contract) and in June 2016, I wanted to transfer it to someone else. I went into Vodacom in 3 Simmonds Street Johannesburg, they advised me to contact the Call Centre and speak to someone from the contract department, so I did, ONLY TO FIND OUT, IT HAS TO BE DONE AT THE BRANCH. So I went back to the branch and asked them to assist and now they can. The gentlemen assisted me and told me that from July, everything will be sorted, In July a payment went off my account again. I went back to the branch and was told, sometimes things get misplaced, so we did it again. Only to find out in August that another payment went off my account. I was TIRED of this service, I called the Vodacom Cancellations department and I requested a cancelation amount on the contract. The lady advised that I will receive it via SMS, this was in October, ref number provided was 1- ********** 2927. On the very same day I received another SMS saying that my query was resolved and closed. To Date I have not received the amount. </p> <p>Today, I have called Vodacom 10 times for a cancellation quote, I was told that the systems are offline and cannot be provided with one, after being put on hold for 1 hour, the call centre agents dropping the call on me. Asked for a Team Leader or Manager, there isn’t one in as they on leave!!!! Who runs the business then????? Finally on the 6th attempt, a lady assisted me with the quotation, but gave me for an incorrect number, so I called back again and was told that the system are offline for the past 4 days, so how the HELL was the previous lady able to generate the Quote????? </p> <p>I would like not to deal with Vodacom any longer and won’t want to suggest them to anyone. And still, my query is not resolved. </p> <p> </p> <p>On the 21st December 2016 Vodacom responds saying this:</p> <p> </p> <p>Dear Customer,</p> <p>Thank you for making us aware of your complaint.</p> <p>Kindly be advised that a consultant will make contact with you in due course to assist with your query.</p> <p>***Please note*** Beware of phishing ****s.</p> <p>Vodacom will not contact you via Whatsapp to request your personal details</p> <p>Regards,<br /> Vodacom Consumer Website Team</p> <p> </p> <p>Also on the 21st December 2016, I recieve an Email stating:</p> <p>Good day Kavishaul</p> <p>On behalf of Vodacom, kindly accept our sincere apology for the manner in which your enquiry was dealt with and for any inconvenience caused.</p> <p>This is certainly not in line with Vodacom's aim in achieving service excellence. As per our telephonic discussion, I have escalated the quote issue to our IT Team with reference number INC ********** 17767. As soon as more information is available I will be in contact again.</p> <p>Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any possible improvement areas in our organization.</p> <p>Regards</p> <p>Lesley Abels<br />Vodacom Consumer Website Team</p> <p> </p> <p>I responded to that mail five time and recieved no response from them, So this is what I got to say again:</p> <p>So Vodacom gets back to me with an Incident number and advised me that I will receive my Quote, still haven’t received it. After a month of waiting, I still don’t have anything. I have called the call centre six times already and haven’t received any feedback. </p> <p>What really ****ed me off today, I called again to speak to them for my quote, was told they need to log an Incident again, cause they cannot follow up on Incidents, so then WHAT THE HELL is the reference number for??????? </p> <p>The team leader by the name off Hypercia Mnisi tells me that she can’t do MAGIC and assist me, she needs to follow process, yes cool, I understand that. But everyone tells me that but doesn’t do anything for me then. What is the process, to do nothing for the customer?????? </p> <p>She then adds to tell me, that I must contact the person I spoke to prior, I said its the same number I called, how should I fine the person??????? Vodacom responds to emails for a generic mailbox and if I reply to that mail, no one responds back. </p> <p>A lady by the name of Lesley Abels mailed me to say: </p> <p>Good day Kavishaul</p> <p>On behalf of Vodacom, kindly accept our sincere apology for the manner in which your enquiry was dealt with and for any inconvenience caused.</p> <p>This is certainly not in line with Vodacom's aim in achieving service excellence. As per our telephonic discussion, I have escalated the quote issue to our IT Team with reference number INC ********** 17767. As soon as more information is available I will be in contact again.</p> <p>Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any possible improvement areas in our organization. But I still don’t have any feedback from her. How do I contact them, VODACOM ONLY KNOWS, BUT WONT ASSIST.</p> <p> </p> <p>CANT DEAL WITH VODACOM'S SERVICE ANYMORE. I EVEN REQUESTED CALL RECORDINGS, BUT THEY UNABLE TO GIVE ME THE RECORDINGS.</p>