#DisappearingData

<p>On 1 June I woke up to an SMS from Vodacom telling me my data bundle was finished and I was now using out of bundle data. I logged a call requesting a report for where I had supposedly used up all my data overnight (considering I was logged onto WiFi overnight). I was told to wait 5 - 7 working days and advised to switch off my mobile data to avoid incurring further costs. I did so and called again after 7 working days. I was advised that I should wait and someone will contact me shortly. It is now 19 days later and Nhlanhla was unable to assist me telling me that the report was incorrectly captured when I logged my call on the 1st and I must wait another 24 hours for a response. I spoke to Sibusiso, the supervisor, who explained that I had received 1GB of 'goodwill' data and that the case was closed on the system. I never received the email that he claims was sent. I asked him if the email contained a report re. where I had used up the data and he said it didn't. He has now promised to send me a report in the next few minutes. All the while I will be paying a bill of almost R2 000 for a phone that I have not been able to access emails/ whatsapps with for the past 19 days. </p> <p> </p> <p>Vodacom here is some constructive feedback:</p> <p>1. Stop mentioning 'Goodwill data' when you are in the wrong in the first place. It is NOT goodwill given that you've inconvenienced me in the first place. And it's not a solution. </p> <p>2. When you promise to revert in 5 - 7 working days, then DO IT.</p> <p>3. 5 - 7 working days is unacceptably long to have to wait when your phone is a key enabler in terms of conducting business. I feel completely ********** at having to pay an exhorbitant amount when I've been unable to use my phone properly for the past 19 days.</p> <p>4. Tell Sibusisu not to read a standardised response to me including the term 'goodwill data' over the phone when I have been asking for a record of where my data went on 1 June and waiting for a response for the past 19 days and then only at the end of the call finally admit that he doesn't have the record with him.</p> <p>5. Don't wait until I have totally lost my cool, having been patient and fair for the past 19 days and then when I query the reason for my having to lose my cool before something is done, tell me that you are 'following procedure'. </p> <p> </p> <p>I don't expect anything but a standardised, cut and paste response but I feel strongly enough to bother to let you know that your lack of service is unacceptable. If I treated my clients the way you have treated me, regardless of 'processes' and whatever the contract says that was signed, I would soon be without work. It's a pity that doesn't apply to Vodacom and that a deep lack of respect for your clients must simply be accepted as 'typical'. Oh well. I can't wait till this contract is up so that I can change service providers. Not that you care. </p>