EXTREMELY POOR SERVICE DELIVERY BY VODACOM

<p>On 29 May 2016 I obtained a new cellphone contract at Vodacom, Horison, Roodepoort. The services were activated but early in June my calls were barred and I could not make calls. I visited the Horison branch who contacted the relevant Department at Vodacom HQ. Vodacom said that I had to pay an amount of R725 since it was not deducted from my bank at the end of May. I was given the reference number and informed to do an EFT payment since they could not receive my payment at the Horison store.</p> <p>On 15 June I made the EFT payment and my services were unbarred on 17 June 2016. At the end of June Vodacom billed me for the same amount, adding it to my monthly subscription. I visited the Horison shop who called the Call Centre, it took more than 40 minutes to get, I was given a fax number to forward the prove of payment to. I have never again heard anything about that.</p> <p>Over the past months I have literally hours on the phone with the Call Centre, the Solutions Department, Customer Care and sent numerous emails to ********** spoken to numerous people in all of those departments. I have resend the proof of payment at least 4 times, and never heard anything, no acknowledgement of receipt, no calls, no feedback, NOTHING!!!</p> <p>I had to give my personal details and explain my situation to hordes of people, three times, AFTER MORE THAN 40 MINUTES ON THE PHONE while talking to people who were supposed to be able to help me, the call was cut and I was asked to RATE THE SERVICE OF VODACOM!!!!!!!</p> <p>My wife also communicated with Vodacom and sent all the proof again, she was informed that our reference number, which was given to us for the payment was wrong, she again emailed the EFT with the correct reference number, NO ANSWER, NO FEEDBACK, NO ACKNOWLEDGEMENT WHATSOEVER.</p> <p>Once, while talking to Keagan of the Solutions Department I was informed that the payment was approved and would be in my bank within 7 days, that was months ago. My wife was also told the same thing, at a later stage, we are still waiting.</p> <p>In desperation I drove to Vodaworld in Midrand with all my correspondence and proof, only to be told that they cannot deal with it. They however contacted someone in the Accounts Department and allowed me to speak to the person, I cannot remember his name. He very bluntly and arrogantly told me that Vodacom did not receive my payment and that I should sort this out with my bank.</p> <p>I then visited my bank, and the Manager obtained proof from their Head Office that the payment went through to Vodacom on 15 June 2016. In her letter she also gave an explanation what reference number should be used since she also spoke to Vodacom. I forwarded all of that also to Vodacom, NO FEEDBACK, NO CALL, NO PAYMENT, NOTHING!!!</p> <p>My last call during last week, last week of October was 53 minutes, trying to solve the matter, AND AGAIN IT WAS ENDED AND I WAS ASKED TO RATE VODACOM’S SERVICE.</p> <p>There is nowhere to go accept to the Call Centre, talking to *********** people. I asked whether there is any office where I could discuss the matter with someone from accounts, the blunt answer is that the ONLY WAY OF COMMUNICATION IS THROUGH THE CALL CENTRE.</p> <p>SO, NOW I HAVE NO IDEA WHERE TO TURN TO GET VODACOM TO REPAY ME MY MONEY.</p> <p>LASTLY, THE BLASÉ, NONCHALANT, DON’T CARE ATTITUDE OF VODACOM AND IT’S PERSONNEL IS NOTHING SHORT OF SCHOCKING. A business like that should go bankrupt and should not exist, they DO NOT UNDERSTAND THE FIRST THING ABOUT SERVICE DELIVERY.</p>