Disgusting Service

My wife's phone has been locked since 23/01/2025. We have been on different phone calls with different agents from customer care, collections, after sales, IT, etc. and no one seems to know how to unlock it. The phone is on contract and was acquired online. The account is on a 1 month + R69 extra positive balance.

A customer care agent named Delia has since taken it upon herself to assist and she is also hitting a wall because all she can do is escalate. The lady has been calling and checking, and keeping us updated but nothing. We have been to 3 different Vodacom stores in Polokwane before, no help. They only told us to buy data. After speaking to After sale, we went back to Vodacom Limpopo Mall to have the device booked in. it has been in the store since 31/01/2025 with a very unprofessional technician named Jeff. Same day, Delia and I came to an agreement for her to request Vodacom to collect the device and either issue a new device or cancel the contract.

A lady from "CoActivate" called me on 03/02/2025 wanting to arrange for a collection. I explained to her that the device was still booked in but would give her an update the following day at 16H30. She never called back again. I have been since trying to get hold of them, no answer.

Jeff the technician never communicates. You have to be the one making follow-ups. My wife went to the store on 05/02/2025 to get the phone as was told to go pick-it up on the 04/02/2025 but could not because of other commitments; the phone was still not fixed. She was told it was still at the Lab, she should check on 06/02/2025.

06/02/2025 the phone is still not ready. I am the one making follow-ups with Jeff; he keeps promising to revert but never does. Same day on 06/02/2025 Delia calls and wants to try another trick of dialing 112 on the device. We did a conference all with Jeff. I was let go, promised they would revert so to avoid me holding for long. Nothing.

On 07/02/2025, I called Jeff, he promised to revert on Saturday the following day because he had one more thing to try. I then called CoActivate in an attempt to arrange for a collection; I could not get through until the receptionist took my details to send to the Vodacom team to call me back, still nothing. Today I have tired more than enough times to call, still not getting through. I called Jeff in the morning, he did not answer and he did not bother returning my missed call. I called again, he tells me the phone is not yet fixed; he instantly tells me he is handing the phone to somebody else and then instantly gives the phone to a guy called Koena.

I speak to Koena - Koena has not been briefed; he does not have the background of the case. He is not given the number in question. He asks to revert after speaking to Jeff. Jeff only tells him the phone needs data to be fixed (which we already spoke about with Jeff last week that the phone has data - that was the first thing the other Vodacom shops and customer care had us buy). #Sigh!!!! I do not know what to do. Vodacom is frustrating and inconveniencing my wife and I. I have sent a formal complaint before the phone was even booked in, nothing.