********** Upgrade on Vodacom Contract - Customer Service beyond pathetic

<p>The 30th of March 2017 I noticed that I have lost signal of which a restart to the phone has solved the problem for the network connectivity. Later during the day, I also received new network setting of which I did not request via any channel.</p> <p>One Sunday 2nd of April 2017 I used the Vodacom app and mistakenly swiped and saw a bill of R1519 of which my contract should be R459!!</p> <p> </p> <p>1.) So when I had the chance I phone Vodacom Customer Care on the 4th of April. The lady that I dealt with did some investigation and told me that an upgrade has taken place in Tygervalley in CAPETWON, I stay in JOHANNESBURG!! Now I’ve been a Vodacom client for close to 20 years. I DID NOT GET ANY UPGRADE INFORMATION. Usually when an upgrade takes place and you have migrated to the new contract Vodacom sends an sms to say congratulate and welcome and hope you enjoy your new phone. I did not get any of this. This leads me to believe in my opinion that this was an inside job. why did I not get any notifications. I was told get a certified Copy of my ID and get an affidavit and send all the documents through to ********** and supply the following Ref number 1- ********** ********** which I did. They said it will take 6 working days to resolve the issue.</p> <p> </p> <p>2.)I phoned Vodacom AGAIN the 12 of April (7 working days later) to find out what the status is. I was told that "Vodacom" sent an SMS that I need to supply a certified copy and an affidavit. I said this has been sent already. I have given my email address and the reference number so that they can find my mail. The customer care again told me that they cannot find it and they are flooded with mail and would be easier if I send the the mail AGAIN to ********** Of which I did AGAIN. @Vodacom Again why did I not receive the SMS?!?! Why does Vodacom not phone me and tell me?!?!?! Again I was told it will take another 6 working days</p> <p> </p> <p>3.) 19 April 2017, still haven’t heard anything from Vodacom, so I phone again at 12pm. I speak to the agent just to be told that the request was closed on 19th of April 2017 at 11:46am!!! So called stating that they have NOT received any documents!!!!!! How pathetic is Vodacom!!!!! So the gentleman opened ANOTHER case for me and escalated it and linked it to the other requests.</p> <p> </p> <p>4.) From here on the calls were frequent as I did not want any unnecessary funds to go off from my account. So, from the previous calls I learnt to ask for the Solutions department as these are the people who are handling the ********** upgrade for me.</p> <p> 4a) I ask the customer care agent to put me through the Solutions department of which I get told that there is no Solutions Department?!? I phoned in again on a different day and another customer care agent says they will put me through to Solutions Department?!?! Does Vodacom Customer care agents know that they are doing???</p> <p> </p> <p> 4b) I have spoken to MULTIPLE supervisors / team leads and they all say the right thing; I am sorry and understand your frustration. I will give you a call back to find out if your issue has been resolved. I am STILL waiting for them to call me bac****!! Pathetic</p> <p> </p> <p> 4c) After you have made a call Vodacom sends an sms to ask what he service was. I said it was bad and they rep**** that a customer care again will contact me. They phone and nothing happens and I have still rep**** to them that my issue has not been rectified and I am not getting any more calls from Vodacom</p> <p> </p> <p>5) 2nd May 2016. Dozens of calls made I got nowhere and got no notification from Vodacom. I spoke to another Supervisor/team lead. I was told the case was closed and he is sure that they issue has been resolved on the 26th of April 2017. I asked why was I not informed? I was told he was not sure but the refund should take place 14 days after the issue has been closed. I am under the impression the issue has now been resolved. I was given the following number to phone and follow up: ********** 000 and ********** 876. I keep phoning the later number and it rings off the whole time. I left it at that.</p> <p> </p> <p>6) The 16th of May, I phone again. The issue has not been resolved!!! So, it is costing me again that Vodacom needs to open another request!!! the team lead is telling me she will keep me updated and as I understood follow up every day and let me know what is the status as I am fuming. Again, no calls from the person. </p> <p> </p> <p>7) I phoned again Today and the date is 24th of May 2047, again the request was closed and another one was created the 22nd of May as the one that was logged was logged incorrectly. I was transferred to the Forensic department of which I tried to contact previously and could not get hold of them. I spoke to Paul from Forensic a senior investigator. Who so far sounds like the only one who is willing to help and care about Vodacom, as he has given me his direct contact details and has sent me mail to follow up and skip all of the nonsense that I had to deal with(in my opinion) but my issue is not resolved and he said that he is sure Friday the 26th of May it should be resolved.</p> <p> </p> <p>My concerns are:</p> <p>1. ********** upgrade has taken place how and why can Vodacom not prevent this? My private information is at risk</p> <p>2. Customer care service is pathetic</p> <p>3. People at Vodacom do not know what they are doing</p> <p>4. I must keep following up with Vodacom and it is nonsense</p> <p>5. Also when I receive a call I cannot see who the call is from. Obviously the caller ID is not activated but this is not my doing</p> <p> </p> <p>@Vodacom have a look at all the calls I have made! For being such a giant in the Mobile industry is a disgrace. I have spent close to 7 to 10 hrs+ sitting on the phone to Vodacom to resolve the issue and it is still open. From the 4th of April and otday is the 24th of May. It is almost TWO MONTHS!!!!!!!!</p> <p> </p>