Getting the run-around

<p>Judging by the number of complaints against Vodacom here today, I hope mine doesn't get lost in the pile.</p> <p> </p> <p>My phone was soft-locked on Thursday evening (21 July 2016) because I exceded my voluntary call limit. I called 111 to increase the limit and unlock my phone the next morning. This is something I have done a few times in the past, so it's usually quite a simple procedure. I was told that I had doubled my call limit, and even though this seemed difficult to believe, I didn't have time to argue as I needed my line open for business. I was told that it would take up to an hour to update my account.<br /><br />5 hours later, by line was still blocked, so I called again, only to be told that there seemed to be a problem with my handset and they would have to sync my line. This would apparently take 2 mins and the consultant was going to call me in 5 mins to check if all was in order, as I needed to restart my device. Needless to say she never called and the line was still locked. I called back at about 4pm, but this time was told that my account was in arrears and hence the system could not unblock my line! I had the proof of payment in my hand....and after giving an exact time, they managed to locate my payment on the system but said the accounts department needs to update the payment history before they could unblock my line. I was to call back yet again in 30 mins...<br /><br />I then called back an hour later, this time to be told that the limit increase that was done earlier that morning was still not enough, as my account was higher. This really got me mad! Apparently I was running up a huge data bill at out of data rates. I told the dude that this was impossible as I carefully monitor my usage constantly checking *111# and I had already bought 2 additional data bundles so far! In fact, I actually still have data available on my last bundle that was bought a few days before. When he then checked my acc he could not find any data bundle purchases. Again I gave exact date and miraculously it was found, but I was also being billed for vodacom to vodacom calls...another ******* as I still have R145 free minutes left on my contract for the month! When I queried this as well, I was put on hold, and after 13 mins, the call "dropped". When I called back the call centre was unavailabe!<br /><br />I called back on Monday again (as I was told that the accounts department is not available on weekends) and as I was totally livid by this stage, I demanded to speak to a supervisor. After having to give the *********** person on the line all my details AGAIN for the 10th time, I was eventually transferred to a team leader called Thabo, who now claimed that there was a system error and he begged me to give him 20 mins to personally sort it out. He would then also call me to check all was in order. 4 hours later all I got was an sms saying they were still trying to resolve my issue!</p> <p> </p> <p>I guess I kept hoping they would redeem themseleves as I have been a loyal customer since 1997! And perhaps I live in the memory of the Vodacom that once was, beacuse I waited till this morning to call again! Well, thinking about it now I realise it might just have taken me that long to muster up the strength to deal with their incompetence! Anyway, so I called at 8:45 this morning and again insisted on speaking to a supervisor. Someone by the name of Tseiste tried to calm me down and apologised profusely for the poor service and (again) promised to personally sort this out for me! He was going to monitor my situation untill it was resolved and call me within the hour...yeah right! Needless to say it is 9:11 pm and I am yet to hear from anyone AND MY LINE IS STILL LOCKED!</p> <p> </p> <p>I HAVE HAD IT WITH THE **** SERVICE, AND FEEL LIKE I AM BEING ********** BY BEING BILLED FOR THINGS I HAVEN'T EVEN USED. Another thing I never understand is why, when on a contract, Vodacom apparently cannot accurately monitor your usage???? Why is it that when someone is on prepaid they get cut off immediately when they run out of airtime or data, but on a contract, WITH A VOLUNTARY LIMIT in place, they cannot cut you off immediately as well???? It reeks of a rip-off....blatant exploitation! And not to mention the freaking exhorbitant data costs!</p> <p> </p> <p>I demand that the so-called managers pull finger and start sorting things out...and I need to be reimbursed for all extra charges as well as my now 6 days of loss of productivity in my business with my phone being locked....sigh.</p>