Extremely disappointed fiber customer

I have been a Vodacom customer for 24 years and I have always referred family and friends to them, but that changed when I ordered fiber from them.

Herewith our timeline and STILL no fiber; 10 October - ordered fiber from Vodacom and canceled with Webafrica

30 October - received an email stating that we are with another ISP and the order cannot be processed. I rep**** back with the cancellation confirmation from Webafrica. Webafrica processed the cancellation as 1 November, so we haven't had fiber since 1 December.

3 December - I phoned *** for an update, Mphumzi said that he will escalate the fiber activation and will personally get back to me. He sms'd me his email address. (Times of calls: 9:10 and 9:28)

6 December - I emailed Mphumzi for an update

7 December - Mphumzi mailed that he followed up, but he didn't get a response. He then logged another call. I called the call centre again for an update and was told that it would be escalated. (Time of call 16:36)

8 December - I received an automated email that the call is closed.

9 December - I phoned the call centre again and spoke to Christy, he asked that I mail him the cancellation letter from Webafrica, also sent a mail to me to make sure I've got the correct email address. He said that he will personally sort out the issue and give us feedback. (Time of calls: 17:23 and 17:24)

10 December - I mailed everything from Webafrica to Christy (till today, I've had no response)

12 December - I contacted the call centre again, just to be told that it would be escalated. (Time of calls: 13:09 and 13:17)

13 December - I contacted the call centre again, just to be told that it would be escalated again (Time of call: 10:35) My husband then contacted the call centre (Time of call: 10:58)

19 December - My husband contacted the call centre again, just to be told that it would be escalated (Time of call:14:02)

21 December - I contacted the call centre again and got the same response, they will escalate it ( Time of calls: 20:23 and 21:26)

22 December - My husband contacted the call centre again, just to be told that it would be escalated. (Time of call: 14:02)

24 December - I contacted the call centre again and got the same story (Time of calls:12:07, 12:24, 12,25 and 12:28)

28 December - I contacted the call centre again and was lucky enough to speak to the same lady I spoke to on 12 December, so she understood my frustration. She said that she would log a ticket for the fibre to be activated and she will also get someone to come out and assist with the LTE. (Time of calls: 8:48, 10:31 and 12:57)

29 December - I received a WhatsApp from Humbulani asking what time I would be home in order for her to assist with the LTE. The LTE was sorted on the 29th and the lady that arranged for a technician to come out (I think her name was Angie) phone to check that it's working.

3 January 2023 - Still no fiber. I contacted the call centre again and was told that there wasn't a ticket logged for the fiber activation. (Time of calls: 17:08, 17:11 and 17:18)

Throughout these calls, I have requested 6 times that a Manager or Supervisor contact me, as they cannot take calls from a call centre agent's desk and the call centre agents cannot transfer a customer to them. Not one Manager or Supervisor even bothered to contact us to resolve the issue. We have had to buy over R3000 worth of data on our phones as my husband works from home. When I asked today (3 Dec) about prorata etc I was again told that they would log a ticket and then put that on the note. When I asked to be transferred to the cancellation department, they cut me off.

Is this the type of service we have to get used to, not getting ANY SERVICE?

I really hope that a senior person contacts me, it's not fair on the call centre agents that they have to listen to upset customers and supervisors don't care nor give them any support.

I am at a point where I want to cancel everything with Vodacom.

Herewith all my SR numbers for what it's worth SR*** SR*** (Closed 8 December) SR***