DISGUSTING SERVICE!!!

My Home Internet was due for an upgrade and so, out of pure loyalty, I returned to my local Vodacom to assist with an upgrade. The service I received, was as usual, perfect. It's the after sales service that is beyond appalling. As I sit here typing this, I am still in shock of the dismal service I have received. After 20 years of loyal service, I am so disheartened. It all started on 30 November 2024 when I was kicked out of the Wifi. I then trekked back to my Vodashop to query this, only to be told that because I have upgraded, I need to wait till midnight (1 December 2024) for the migration to be complete. Still apprehensive about this, as no one even explained this to me, I accepted this. I woke up eagerly to Sunday morning (1 December 2024) expecting my router to be connected and ready to roll. Alas! This was so not the case, thereafter it was just a downward spiral that has left me shattered, upset and I ended up being "that customer" on the line. I have been on the line with Customer Care since 6am this morning. Yes, 6am. After much back and forth, my connectivity was activated and we were set. But no.. we were not! The wifi kept asking to sign in to a network. What on earth!? So I went back to Customer Services and spoke to a patient and kind consultant Ziyanda who assisted me. The issue still persisted and I was at my wits end. She advised that she will escalate to her team lead to assist in this matter and advised she will call back. (baring in mind, she was the second consultant I spoke to - the first one I spoke to at 6.30 am (because that's how long it took to actually get to speak to someone) failed to call me back. This is a router that has 2TB of data but for some ungodly reason I just could not connect to the wifi. After some time, I decided to reconnect to the Wifi and lo and behold it connects! Finally! I was pleasantly surprised that Ziyanda called me back at 1pm to confirm this and that 10GB of data was placed on the router. All was well again and we were happily streaming. Until I wasn't. The 10GB ran out and we were back to square one. I hopped back onto customer service at 3pm where I was speaking to Noluthando to assist me. Again, she remained calm, patient and kind with me despite me becoming more and more irate and frustrated. I insisted on speaking to someone more senior. After 2 hours of being on the line. Yes, 2 hours!!!!! And still no resolve.. Noluthando put me through her manager (Nikki). And oh my goodness what terrible service!!! From a supposed manager no less! I was better off speaking to a consultant! This woman, from the start was cold, arrogant and lacked empathy. This was now about 17.30pm, she proceeds to inform me that there is a network issue with Home Internet and there is nothing we can do but wait.It has been logged with the technicians and they will know more tomorrow. Again, I stressed the fact that I have been on the phone back and forth since 6am and this was never advised or mentioned to me until now. How convenient? Obviously, she emphasised how this was just just logged. As a customer who is already irate this is not what you want to hear. What is the difference between Home Internet and data? Nikki was still adament about this but obviously minding her p's and q's with me because these calls are recorded. She was still completely rude and when I told her as such and unfortunately my frustration from having being on the line with this issue since 6am with no proper resolution, I informed her of her lack of assistance and that she was useless, she became increasingly defensive about this. Raising her voice to me and proceeded to lack empathy, kindness and patience that her consultants were better at. She was arrogant enough to tell me that she had been assisting me for 2 hours while assisting other clients as well and yet I had been asking to speak to her from 1 hour into the call. I was so excited about upgrading, getting faster network with Vodacom but unfortunately Nikki, you were argumentative, defensive and lacking in empathy to a point where if felt like I owed you an apology? Disgusting! And the sad sad thing is.. nothing absolutely nothing will be done about this because these calls are recorded and that is what Nikki informed me as such when I said that she was useless for not being of more assistance. So according to a call recording if it gets pulled, she "did her part" and I was the maniacal irate caller screaming in her ear. I advised that I will actually then cancel this contract, instead of attempting, even attempting to retain me, without hesitation, she referred to go to my Voadshop and proceed. That's also on the call recording (FYI). I was told I am disrespectful for merely expressing my frustration but as a client for 20 years and spending my entire Sunday attempting to rectify this.. that is not disrespectful.. apparently. So here I write a ********** review. I will be returning to Vodashop and cancelling my contract because of this shoddy service from Nikki.... a "manager". So in the meantime I have purchased 100GB off my own cost to load on the router to at least allow me to work during the week because loading data works but not the data I actually am paying for on a contract??? Go figure.