Dismal Customer Service from upgrade, third parties ( RAM and Elite Mobile ) Solutions departments

<p>In mid October a telesales agent called me on behalf of Vodacom advising me that i need to upgrade my current plan. He advised that I can not be on a month to month contract as there is a risk that my monthly instalments will differ as its not a fixed plan. I then inormed him that i will upgrade without a device on the current plan I am on as i require BIS since I am using a old blackberry device.</p> <p> </p> <p>A debit order went off on the 1st of November for upgrade and then another Elite mobile agent called me in November on told me that I need to start buying DATA for my number. I got upset as I told her that I dont require DATA as im on the BIS plan and flexi 110 option.</p> <p>She then told me that wef 01 December there will be no BIS offered from all cellular mobile providers as Blackberry hs gone bankrupt.</p> <p>I logged a complain with Vodacom for being misinformed by the first agent and then was advised on the 17 November that my initial upgrade was reversed and that i must contact upgrade department for a new upgrade.</p> <p> </p> <p>The agent on the !7 November at upgrade department confirmed that blackberry has gone bankrupt and that BIS will not be available wef 01.Dec. 16 and all cellular providers will no longer provide BIS. He also advised that both old version of BBM and BBM1O will no longer be active.</p> <p> </p> <p>I then upgraded my plan to Flexi 180 with a Huwaei P8 ( reference number 1- ********** 928). I was told that the device will be delivered to me within 3 _ & working days as upgrade dept doesnt work on a Monday.</p> <p>Since the 21st November i have been calling upgrades department querying delivery, the agents told me i must call back on the 25th November if i still dont receive the device.</p> <p>When I called on the 25th November agent says that RAM indicated there was an error with address, they couldnot find the building or company and I was uncontactable and unvailable on 23 November.</p> <p> </p> <p>At no time did anyone from RAM try calling me, if the address was incorrect , we living @!st Century GPS or google company name for the correct address. My concern if these feedbacks are loagged what did Vodacom do about the feedback, even they didint call me from the 23 to 24 November</p> <p>On the 25 November i called upgrades again and requested feedback, agent said I must call them on the 28Th as RAM offices was closed and they could not assist me.</p> <p>I called again and agent said that RAM confirmed that they will deliver to me on the next day but cant confirm a time and agent was to sms reference number to me for the call.</p> <p> </p> <p>To date i have not recived a reference number for the call. On the 29 December i further escalated to team leader in upgrades asking that the calls be looked into as the team leader / supervisior advised that according records RAM returend device to them - which means that agent **** to me about RAM delvering to me 29 November.</p> <p>The supervisor in concern was to call me with feedback Tsholofelo Mkigima ( ref ********** 36) by 14h30 30th November, i still didnt recive a call.</p> <p> </p> <p>I then went to solution department at vodacom and spoke to a Gugu at solutions who told me upgrade was closed and she will call me back today with feedback from upgrade regarding my reversal of my 2nd upgrade so that i could go to a store and upgrade and get new device.</p> <p>Gugu has not called me to date ( its now 17h 40 on the 1st Dec 2016).</p> <p>I did receive a miscall at 16H 35 but accidnrally dropped the call, if that was vodacom solutions, if someone doesnt answer or cuts off, call back because when i tried calling the misnumber its says number doesnt exist ( ********** 98).</p> <p> </p> <p>I then called customer services and gosh the time you have to wait in queue to get your call answered is ridicoulus sometimes it takes 25 mins for agent to answer and they either drop your call and then you have to go back in queue ( a repated pattern at Vodacom customer services department). I am now led to believe that high call volumes could be due to customer complaints.</p> <p> </p> <p>I finally got hold of an agent, vented my frustration, threatened go Hello Peter and said i want speak to Gugu at solutions, apparently solutions is unavailable. I asked to speak to the Head customer servces or a supervisor and was told all in a meeting.</p> <p>She took my number down and will get supervisor call me back to assist.</p> <p> </p> <p>Seems the agents are untrained as two of them didnt provide me reference number for call.</p> <p> </p> <p>I await Vodacoms reply.</p> <p> </p> <p>My biggest gripe is i have not received the revesal amount deducted on 1st November, I am awaiting see if i get debited with new upgrade made on 17 November as it has not yet been reversed.</p> <p>Hello Vodacom and Elite mobile its the 1st December and I still have BIS, can use BBM.</p> <p> </p> <p>So my question was this no BIS, Blackerry Bankrupt and BBM10 gone obsolete from 1st December just a hoax or misleading a loyal customer of yours for over 15 years just to upgrade to plan that doesnts support BIS so that I can buy DATA and you guys make more money off me.</p> <p>I want the consumer protection council to llok into this if this is indeed incorrect information being given to customers and misleading advertisng to increase sales for DATA plan options.</p> <p> </p> <p>Your Faithful Customer who has reached point off total disgust for the VOdacom brand.</p> <p> </p> <p>Poor customer services, *********** and unproffessional cutomer service agents. Hve you heard about Voice of Customer, TQM and Service Level Agreements? Also all calls are recorded for quality purposes, where are yoour QA agents are they not listening into all calls I have made to gauage customer satisfaction and improvement.</p> <p> </p> <p>Awaiting Vodacoms Response!</p>