Extra data cost due to Failed Online Upgrade and Package Migration

<p>On 15 Nov I requested an upgrade of my mobile device and a change from one plan to another (i.e. migration). Not only did Vodacom not deliver my phone the next day - even though it is called "Next Day Delivery" - and only delivered my new device on 24 Nov (9 days later!) but they still haven't migrated me over to the new plan.</p> <p> </p> <p>Firstly I called their call centre to check why they didn't migrate me, in which the agent at the call centre didn't help me at all and I was told to go to a branch. FAIL!!! You have an online Upgrade and Migration service but then ask people to go into a branch. Not nice Vodacom. </p> <p> </p> <p>When I visted their walk in Customer Care centre in Vodaworld Midrand, it took me 3hrs to get my query addressed. The service consultant was very helpful, however even though indicating the migration will be corrected within 48hrs, I am 3 weeks after my 2nd request for migration still not migrated to the new plan. FAIL AGAIN!!!! </p> <p> </p> <p>The service consultant informed me that due to the delivery of the device on only the 24th of Nov, they don't migrate you to the new plan until the next month, which will be 1 Jan 2017, as the migration request needs to be processed before the 20th of the month. FAIL!!!! So due to them delivering the device more than a week late, you are forced to stay on your initial plan.</p> <p> </p> <p>I indicated to the service consultant at the Vodaworld Customer Care centre that I refuse to pay for additional data cost, as I requested to migrate to a new plan with a bigger data bundle on it and any spend until that cap is reached should not be against my cost, as it would have been covered by the new plan/package. He indicated that this will be reversed if I should go out of data within the next 48hrs, as the migration will be completed within the 48hrs.</p> <p> </p> <p>After a couple of days I contacted the Vodacom Call centre as I was still not migrated to the new plan within 48hrs as indicated. The Call centre indicated that there is no trace of the migration request that was placed on 7 Dec from the Walk In Customer Care Centre in Vodaworld. I again explained the whole history to the consultant. The call was cut off and I had to call back again and repeat my situation to another call centre agent. The agent logged my query on the migration progress and the request for a Manager to contact me to resolve the issue with the plan migraiton and address the bad customer service I've received. Till today I am still waiting for a call from a manager and feedback on the migration request that was placed separately on 15 Nov, 7 Dec and 12 Dec. </p> <p> </p> <p>I received an sms from Vodacom indicating that I have spend 900MB Out of Bundle data. I refuse to pay this as it was data that was planned to go off against my new package. A lack of customer service on Vodacom's side to process the 3 different migration requests I have placed now, should not result in additional cost on my side. What is worse, is that they will probably bill me for this end of the month and subtract a debit order from my account for ~R2000 and then I will never get my money back as the "reverse in billing of the data" will never be done, just like the 3x migration requests were never done.</p> <p> </p> <p>You would think they could come up with more creative ways to resolve the issue like issueing me a 2GB data bundle for free on day 1 to compensate for the fact that THEY didn't process my migration requests and that they have costed me more in 3hrs time of on the phone and sitting in their customer care centre to get this resolved. And if I dare to stop the debit order against my account before end of the month to avoid them from taking money off my account despite the lack of fulfilling my request on THEIR side from 15 Nov, they will probably report me for not honouring my debit orders. Its sad when "the best cellphone provider in SA" provides such pathetic service to their customers and no matter how hard I try to resolve this and how many times I have contacted them, they just have no interest at all in resolving the issue for me.</p>