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JPj
Joanita Pieters joanita.fabricius

1 reviews | Active since Aug 2024

13 May 2026, 09:12

Extremely Poor Service – No Delivery, No Feedback, No Accountability (Vodacom Upgrade)

Title: Extremely Poor Service – No Delivery, No Feedback, No Accountability (Vodacom Upgrade)

I am extremely frustrated and disappointed with the level of service I have received from Vodacom regarding my recent upgrade.

I completed an online upgrade on 07/04/2026 (Quotation No: ***, Cellular No: ***). After five days without receiving my device, I started following up.

I was initially told there was no stock and that delivery would take place within a week. Since then, I have called numerous times—on some days more than once. Every single time I am told the matter has been “escalated” and that I will receive feedback. To date, I have received absolutely no feedback.

I have not received the device, nor any communication updating me on the status of my order. I have repeatedly asked to speak to a manager, only to be told this will also be escalated, with promises of a callback that never happens.

When I asked to cancel the contract due to the delays and poor service, I was told the cancellation would be sent to the same department, with no clear timeline. This is completely unacceptable.

Yesterday, I spoke to a line manager who promised to call me back immediately—this never happened. This morning, when I followed up again, I was told the system was offline and they could not assist me. When I asked for a callback once the system was back online, I was told directly that the agent would be too busy to call me back, even after explaining my ongoing issue.

This clearly shows that the lack of communication is not an isolated issue, but a systemic failure in customer service.

This level of service is unacceptable

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Replies (2)
JPj
Joanita Pieters joanita.fabricius's update13 May 2026, 10:15
Reviewer Update

Thank you for your response.
However, based on my experience over the past month, where I have repeatedly been promised callbacks that never materialised, I do not have confidence in another generic assurance that someone “will contact me.” especially when the response appears to be automated.
This matter has already been escalated multiple times without any outcome. I have made numerous follow-ups and have received no resolution, no delivery, and no meaningful communication.
I now require a clear and final update today.
Please provide:
  • The confirmed status of my order and a guaranteed delivery date, OR
  • Immediate confirmation that this contract will be cancelled without further delay
If I do not receive a definite resolution today, I will have no option but to escalate this matter further.
I expect urgent attention and a concrete outcome.
JPj
Joanita Pieters joanita.fabricius's update13 May 2026, 15:15
Reviewer Update
As anticipated, the day is almost over and I have still not received any feedback on this matter.
Once again, I am left with the same response that the issue needs to be “escalated,” despite it having already been escalated repeatedly over the past four weeks without any resolution.
This ongoing cycle of escalation without action is unacceptable.
I require a clear and final outcome without any further delays.
In addition, I expect Vodacom to clearly advise how you intend to compensate me for the inconvenience, time, and poor service experienced over the past month.