Disgusting Customer Service... VODACOM IS USELESS

Vodacom: SR*** ticket reference number for fibre link down query NoReply(2-IJX5FPV).

I have experienced extremely poor customer service from the vodacom fibre department. I called in on Friday evening, 26 March 2021 because my router was indicating 'no internet connection'. The lady that helped me gave me wrong information creating an expectation that I would be called back by the the second tier support team on Saturday 27th March 2021. She did not inform me of a SLA of 48 hrs. She did not give me a reference number nor did I receive an sms containing this info.

I called in to the fibre team again on Saturday morning and spoke to Bulelane who was a bit more thorough in troubleshooting but conceded that I needed to be assisted by the second tier team. He asked if I received a reference number the Friday evening and I said no. He said that the lady that helped me the Friday evening did not capture enough information on the ticket. I informed him that I work from home and I needed to be assisted soonest and he said that he would escalate it and transfer me to the second tier team. He also gave me the phone number to call in case the call got cut...***. When I got through to this department I spoke to Bafana Mhlamb who told me that he can't assist me at all. He was also very unwilling to get me any assistance from a team leader when I insisted on it. He eventually said that he would transfer me to the team leader's cell, but only for me to find that the number does not exist.

I then called the fibre team again on *** and this time I got through to Jason. He didn't want to provide his Surname. I WANT A COPY OF THIS Call RECORDING. Jason is the rudest and most unprofessional person I ever came across. It would take me a whole day to list all the things that went wrong on this call. From telling me things like " you can't tell me" to telling me "you can call back and be abusive to a different agent". Utterly disgusting customer service coupled with extremely poor customer centricity and processes that do little for the customer experience. The worst experience ever.

What everyone failed to address is my need to be connected as I work from home. I am deeply distressed. I was promised a call back from the team leader. When I asked when the team leader would call me back, I was told there is no set SLA for the team leader to call me back. It's now 4.5 hours later and still no call back from anyone... No second tier support call back. No team leader call back. I am unable to work today without incurring data costs. I was also told that the second tier department dies not work on a weekend. So that means a whole weekend of being offline.... How is this even acceptable? These departments should be available on weekends or at least on standby.

I am requesting that all the calls mentioned in this complaint be listened to. I am also requesting a review of your work from home processes especially where escalation to a manager is requested. I am also requesting a call back from a senior manager. And I want a copy of the call recording with Jason.

Regards