Embarrassing Customer Service

<p>Earlier this evening, Wednesday, 1 March 2017 between 17:00 and 17:45 I was at the Vodacom 4 U store at 528, Woodlands Boulevard, Shrsfontein, Pretoria, 0042. </p> <p> </p> <p>I had spoken to a sales consultant from Vodacom 4 U, Edrich who assisted me with an upgrade. Upon signing the contract with Edrich from Vodacom 4 U during February, he informed and assured verbally that as of 1 March 2017, the contract would cost in the region of R420 to R450 per month. This new contract would be for the LG G5 Gold Phone, a U Choose Flexi 200 option and that he would remove an additional charge of Data that was running.</p> <p>However, this wasn't the case when checking the Bill for February 2017 on the Vodacom website. One the website it indicated the following:</p> <p>Airtime Subs - uChoose Flexi 200 R 174.56 R 24.44 R 199.00 (this is okay because it is for my new upgrade)<br /> VAS -Caller Identity Subscription R 8.33 R 1.17 R 9.50 (this is okay because it is necessary)<br /> Promotional My Gig 10 - 1 Month R 0.00 R 0.00 R 0.00 (this is great, it came part of my upgrade package)<br /> 24 Months Handset Instalment R 201.75 R 28.25 R 230.00 (this is strange)<br /> 24 Months Handset Instalment R 192.98 R 27.02 R 220.00 (Paying for two when Edrich said I would only pay off the new phone because I could upgrade...)</p> <p> </p> <p>So back to the phone call with Edrich from Vodacom 4 U, a few days ago, (late Sunday afternoon), when I called Edrich as soon as I realised something wasn't adding up to what he discussed with me. He asked me to come in today as he would be off on Monday and Tuesday. He asked that I please come in to have a chat with both him and his manager. He also said, "ek is baie jammer hieroor", when I told him that what he said the contact would cost and what is happening now is two different things. </p> <p> </p> <p>Back to today, when I got to the store Edrich from Vodacom 4 U was busy with a customer (out of respect for both him and the customer I waited my turn patiently). One of his fellow consultants asked if he could assist, I stated that I was there to see him. After waiting a few minutes, they were quite busy, the Vodacom 4 U store manager Rita Pietse asked if she could assist. I told her I was there to query a bill as payment for two devices is being deducted when Edrich told and assured me that there would only be the one. Her attitude towards me changed, as a manager of Vodacom 4 U her attitude towards me become somewhat cold and defensive. I didn't think much of this at the time as I figured that she was probably not sure why I was there. Anyways, I explained to her that Edrich was the Vodacom 4 U sales consultant who helped me to upgrade to the LG phone and when I signed the contract he said that it would cost in the region of R420 to R450 per month only and overall, and that he would remove the additional Data Charge. Her attitude then immediately went on the defensive and left me humiliated and so embarrassed. She asked for my cell phone number and immediately pulled up the previous contract which was a Sony Xperia Z3 on a uChoos Flexi 350. She showed me that the upgrade was for a full 24 month, which is okay – but when I asked Edrich before upgrading in February he said it was time to upgrade to the new device and contract which would cost me the R420 to R450 per month. But now she was saying something completely different.</p> <p>The more I tried to explain my understanding and frustration with the verbal assurance from Edrich the more she interrupted me and belittled me. She said really mean, hurtful and terrible things I don’t believe I deserved. I know I am not a huge client but I am a little guy with a small contract who likes to think I deserve to be treated with respect when I am spoken to by the Vodacom 4 U Store manager. She said things like, “wie is jy om ‘n ****rak te teken sonder om dit te lees”. I responded that I have actually read the contract when Edrich gave it to me in February to sign but he assured me and informed me that the only costs Vodacom would be deducting is as follows as of 1 March 2017:</p> <p>Airtime Subs - uChoose Flexi 200 R 174.56 R 24.44 R 199.00 <br /> VAS -Caller Identity Subscription R 8.33 R 1.17 R 9.50 <br /> Promotional My Gig 10 - 1 Month R 0.00 R 0.00 R 0.00 <br /> 24 Months Handset Instalment R 201.75 R 28.25 R 230.00</p> <p>At this stage I felt awkward by her body language and manner of speaking to me, as she said that I wasn’t the first client who came to her with this problem. This immediately made me feel worried, I wasn’t the first client…so this means it has happened before and nothing was done as it clearly is still happening?</p> <p> </p> <p>When I asked her to print both contract she immediately said I can request them from Vodacom’s head office. I then asked her what the process for a contract cancelation is and she said I can contact Vodacom’s Cancelation centre which is free to call from a Vodacom number.</p> <p> </p> <p>Not once did she just try to explain to me when this additional payment would stop nor did she even try to implement any sort of solution, never mind a constructive solution or suggestion. She remained unhelpful, defensive and hostile towards me.</p> <p> </p> <p>When I had told her that to my knowledge of the Consumer Protection act, if I wasn’t satisfied with a product I could return it (taking into account the phone is still in mint condition) and thereby discontinue my contract she immediately interrupted and stated that I don’t not know what I am talking about and can’t do anything about it.</p> <p> </p> <p>When I said, it is okay as at this stage I came to realisation that she didn’t care what I had to say or ask, I told her I would contact the CEO if I have to but this isn’t okay. She said, “goed, soek jy sy selfoon nommer?”.</p> <p> </p> <p>I was truly so self-conscious and mortified at this stage I was literally swallowing my tears down. Rita said and did all of this in the Vodacom 4 U Shop in front of her staff and customers like me. I wanted to melt into the floor I was so humiliated at what had happened.</p> <p> </p> <p>I sincerely hope and pray that Vodacom can help me as I do not have the courage to face this abusive person (Vodacom 4 U Store Manager, Rita Pietse) again.</p> <p> </p> <p>I can be contact on my e-mail: **********